Technical Service Delivery Associate - ST

Technical Service
Delivery Associate

Location: Sandton, Johannesburg, South Africa (Onsite)
Employment Type: Permanent

About Quantanite

Quantanite is a global customer experience and digital solutions partner that combines cutting-edge AI with human expertise to deliver exceptional customer outcomes. Headquartered in London and operating across four continents, our team of over 2,000 professionals supports some of the world's fastest-growing brands by helping them scale efficiently, improve operational performance, and enhance customer experiences.

At Quantanite, we believe exceptional service is driven by the combination of innovative technology and talented people. Through our proprietary AI solutions, continuous learning opportunities, and collaborative culture, we empower our employees to make a meaningful impact while advancing their careers.

Job Summary

The Technical Customer Service Associate is responsible for delivering high-quality customer support and operational service delivery within a fast-paced BPO technical support environment. The role involves handling inbound and outbound customer interactions, troubleshooting technical issues, processing service requests, coordinating service activities, and ensuring timely resolution of customer queries.

The successful candidate will maintain service excellence through accurate documentation, effective workflow management, adherence to service level agreements (SLAs), and achievement of operational and customer satisfaction targets.

Key Responsibilities

Customer Support & Service Delivery

• Handle inbound and outbound customer calls professionally and efficiently.
• Provide support through phone, email, chat, Microsoft Teams, and Slack.
• Manage customer check-ins, check-outs, and service-related requests.
• Conduct customer follow-ups and callbacks where required.
• Deliver exceptional customer service while maintaining professionalism and empathy.
• Communicate technical information clearly to non-technical customers.

Technical Support & Troubleshooting

• Diagnose and resolve issues relating to:
  • User account access, login issues, and password resets
  • Browser troubleshooting, cache and cookie management
  • Connectivity and device compatibility issues
  • Basic hardware, software, and connected device support
• Follow structured troubleshooting processes and document resolutions accurately.
• Escalate unresolved issues with clear supporting information.

Request Processing & Operational Support

• Process customer requests accurately and within SLA requirements.
• Monitor and update operational tracking tools, including:
  • Pending Tech Notes
  • Holds
  • Lifts
  • Voicemails
  • Current Day Work Orders
• Perform tracking and reporting activities.
• Conduct pre-calls and maintain operational readiness.
• Support depot reporting and service coordination activities.
• Capture, update, manage, and close customer queries within ticketing and CRM systems.

Queue & Workflow Management

• Adhere to assigned phone queues and operational workflows.
• Prioritize customer requests and service tickets effectively.
• Manage multiple customer interactions while maintaining service quality.
• Collaborate with Team Leaders and internal departments to resolve escalations.
• Identify recurring issues and contribute to continuous improvement initiatives.

Compliance & Quality

• Maintain accurate customer records and documentation.
• Ensure all interactions are recorded correctly across systems.
• Adhere to company policies, SOPs, compliance requirements, and client processes.
• Meet attendance, productivity, schedule adherence, and quality standards.

Systems & Tools

Utilize operational systems and platforms, including:

• IFS
• Sunbelt
• Microsoft Teams
• Content Guru
• Slack
• CRM and Ticketing Systems

Qualifications & Experience

Essential

• Matric / Grade 12 or equivalent.
• Minimum 1–2 years' experience in technical support, customer support, helpdesk, service desk, or a similar customer-facing technical support role.
• Experience using ticketing, CRM, helpdesk, or workflow management systems.
• Strong understanding of:
  • Browser troubleshooting and connectivity diagnostics
  • Basic hardware and software support
  • Incident logging, ticket management, and escalation processes

Advantageous

• Previous experience within a BPO environment.
• Experience supporting service request management and operational workflows.
• Additional technical troubleshooting experience across devices and platforms.

Required Skills & Competencies

• Strong verbal and written communication skills.
• Excellent customer service orientation.
• Strong troubleshooting and problem-solving abilities.
• Ability to explain technical concepts clearly to non-technical users.
• Strong attention to detail and accuracy.
• Effective organizational and time-management skills.
• Ability to multitask in a high-volume environment.
• Customer-focused, patient, and empathetic approach.
• Ability to work independently and collaboratively.
• Flexibility to work rotational shifts, including evenings, weekends, and public holidays.

What We Offer

• Work Model: Onsite role based in Sandton, Johannesburg.
• Development: Comprehensive onboarding, product and process training, and ongoing support to build technical and customer service capabilities.
• 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.