Role Summary

We are seeking an Operations Technical Support Agent to deliver second-line technical and specialised product support across key Kazang products and services. This role involves supporting customers, internal staff, and field agents while ensuring issues are resolved efficiently in line with defined service levels.

In addition to technical support, the role contributes to fraud investigation, training, product documentation, performance analysis, and continuous process improvement.

Key Responsibilities

• Provide second-line technical support for the Kazang suite of products and services.

• Identify, investigate, and resolve software and hardware issues.

• Handle support requests via calls, chats, emails, and other communication channels.

• Consult with users to diagnose problems and determine effective solutions.

• Apply technical knowledge of systems, software, hardware, and backend platforms.

• Guide users through troubleshooting and diagnostic procedures.

• Collaborate with internal teams to research and resolve complex issues.

• Liaise with software and hardware vendors for repairs or replacements when required.

• Trace, investigate, and document internal and external fraud or suspected fraud cases.

• Analyse internal reports to identify suspicious activities by vendors, agents, or staff.

• Assist Technical Support Specialists with additional support-related tasks.

• Contribute to training, documentation of new products, and maintenance of the product knowledge base.

• Support the implementation of new processes to improve operational performance.

• Meet and maintain pre-defined service level targets.

Minimum Requirements

• Matric / Grade 12

• Technical qualifications (advantageous)

• Contact Centre–related qualification (advantageous)

• Minimum of 2 years’ experience as a Senior Contact Centre Agent

• 5–7 years’ experience in a Customer Support role

• Experience within the VAS environment

• Knowledge of POS processes (advantageous)

Technical Competencies

• Computer literacy, including the MS Office Suite

Behavioural Competencies

• Excellent verbal and written communication skills

• Strong interpersonal and customer service skills

• Professional and courteous telephone manner

• Ability to explain technical issues to both technical and non-technical users

• Strong analytical and problem-solving abilities

• Proactive and self-motivated

• Ability to quickly learn and adapt to new hardware and software systems