Technical Associate - (CI)

Technical Associate

Location: Sandton, Johannesburg, South Africa (Onsite)

Job Type: Permanent

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team helps some of the world’s fastest-growing brands scale smarter, work faster, and deliver better service—every time.

We’re not your typical outsourcing company. We believe great service is built on two things: smart tech and even smarter people. From our proprietary AI tools like MöBIUS to our collaborative, people-first culture, we give our teams the tools, training, and trust they need to make an impact.

If you want to be part of a forward-thinking, fast-moving, and inclusive global team that values both results and relationships, you’ll feel right at home here.

Position Overview

We are seeking a proactive and detail-oriented Technical Customer Service Associate to join our onsite customer support team in Sandton. In this role, you will act as the first point of contact for customers requiring support with digital platforms, mobile applications, connected devices, and technical service queries.

This role is well suited to someone who enjoys solving problems, following structured troubleshooting steps, and delivering calm, clear, and helpful support to customers. You will be responsible for capturing and managing support tickets, resolving first-line technical queries where possible, and escalating more complex issues with accurate documentation.

This is a customer-facing, office-based role that requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced support environment.

Key Responsibilities

Customer Support & Ticket Management

• Serve as the first point of contact for customers raising support queries through helpdesk, ticketing, or customer support channels.
• Accurately capture, categorize, and log customer incidents, service requests, and general queries in the relevant ticketing system.
• Provide clear, professional, and timely updates to customers throughout the support process.
• Take ownership of assigned tickets and follow through to resolution or appropriate escalation.

Technical Troubleshooting

• Diagnose and resolve basic hardware, software, mobile application, web platform, and connected device-related issues.
• Guide customers through standard troubleshooting steps using approved processes, scripts, and knowledge base resources.
• Ask targeted questions to understand customer issues and identify possible root causes.
• Escalate unresolved, complex, or recurring issues to the appropriate technical or support teams with complete and accurate documentation.

Documentation & Process Adherence

• Maintain accurate records of customer interactions, issue details, troubleshooting steps, and outcomes.
• Ensure all customer cases are handled in line with agreed service levels, quality standards, and internal procedures.
• Follow structured support processes to ensure consistency, accuracy, and a high standard of customer experience.
• Contribute to the improvement of knowledge base content by identifying gaps, recurring issues, or opportunities to clarify support guidance.

Collaboration & Continuous Improvement

• Collaborate with internal teams to support timely and effective resolution of customer issues.
• Share insights on recurring technical issues, customer pain points, or process improvement opportunities.
• Support a culture of continuous improvement by providing feedback that helps strengthen service delivery.
• Maintain a customer-focused, calm, and empathetic approach in all interactions.

Qualifications

Essential

• Matric / Grade 12 or equivalent.
• Minimum of 1–2 years’ experience in customer support, technical support, helpdesk support, service desk, or a similar customer-facing technical support role.
• Strong written and verbal communication skills, with the ability to explain technical information clearly to non-technical customers.
• Good problem-solving ability, with the confidence to follow structured troubleshooting steps and ask targeted diagnostic questions.
• Basic working knowledge of:
  • Mobile applications and web-based platforms.
  • User accounts, login issues, password resets, and access-related queries.
  • Browser troubleshooting, cache/cookies, connectivity checks, and device compatibility.
  • Basic hardware, software, or connected device support.
  • Incident logging, ticket updates, and escalation processes.
• Experience using ticketing, CRM, or helpdesk systems to capture, update, manage, and close customer queries.
• Ability to identify recurring issues, document troubleshooting steps accurately, and escalate with clear notes and supporting information.
• Strong attention to detail and accuracy when capturing customer information, issue descriptions, and resolution notes.
• Ability to manage multiple customer queries, prioritise effectively, and work well under pressure.
• Customer-focused mindset with a calm, patient, and empathetic approach.
• Flexibility to work rotational shifts, including evenings, weekends, and public holidays where required.

Technical Qualifications / Certifications

The following would be advantageous, particularly for candidates with developing technical support capability:

• CompTIA A+, or currently studying towards it.
• CompTIA N+.
• Any relevant short course or certification in technical support, helpdesk support, networking fundamentals, cloud platforms, SaaS support, or customer service technology.

Preferred

• Previous experience in a BPO, contact center, SaaS, technology support, service desk, or technical customer service environment.
• Experience using platforms such as Zendesk, Freshdesk, Jira Service Management, ServiceNow, or similar helpdesk tools.
• Exposure to digital workflows, task management systems, mobile apps, cloud-based platforms, or IoT/connected device support.
• Basic understanding of APIs, integrations, system status checks, or application support would be beneficial, but is not essential.
• Ability to distinguish between user error, system error, device-related issues, and issues requiring technical escalation.
• Experience working against SLAs, quality standards, and structured support processes.
• Microsoft 365 Fundamentals, Azure Fundamentals, or similar entry-level Microsoft certification.
• Basic training or certification in ITIL Foundation, service desk practices, or incident management.

Ready to Turn Technical Problems into Great Customer Experiences?

If you’re curious, solutions-focused, and ready to grow your technical support career, we want to hear from you. Join Quantanite in Sandton and bring your problem-solving skills, customer-first mindset, and passion for technology to a team where your impact matters.

What We Offer

• Work Model: Onsite role based in Sandton, Johannesburg.
• Development: Comprehensive onboarding, product/process training, and ongoing support to build technical and customer service capability.
• Career Growth: Opportunities to develop within customer operations, technical support, quality, training, or team leadership pathways.
• Culture: A collaborative, inclusive, and people-first environment where service excellence and continuous improvement matter.
• Perks/Benefits: Competitive salary and benefits aligned to role level and location.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.