(English C1) Customer Support Consultant, (short-term, remote)

South Africa·Cape TownRemoteContractmid

Other

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Quick Summary

Key Responsibilities

Deliver Level-1 technical support via phone, email and chat for a Swedish telecom software company,

Requirements Summary

Excellent English skills (C2 for both spoken and written); Previous experience in IT support, customer service or a helpdesk role; The ability to explain technical things in a simple, friendly way,

Technical Tools

Other

Responsibilities

~1 min read

→Deliver Level-1 technical support via phone, email and chat for a Swedish telecom software company, serving both business (B2B) and individual (B2C) customers;
→Diagnose and resolve common issues across accounts, the platform, software and basic connectivity;
→Troubleshoot wireless subscription issues, including activation, coverage and basic service problems;
→Log, track and update support tickets so that status, fixes and next steps are always communicated clearly and on time;
→Recognize when an issue needs the 2nd or 3rd line teams and escalate it with clear context;
→Contribute to support guides and the knowledge base to help the team solve recurring issues faster;
→Work within agreed response and resolution targets, prioritizing tickets by urgency and impact;
→Keep customers informed throughout, delivering support with patience and empathy.

Requirements

~1 min read

Excellent English skills (C2 for both spoken and written);
Previous experience in IT support, customer service or a helpdesk role;
The ability to explain technical things in a simple, friendly way, both in writing and over the phone;
Basic IT knowledge: Windows, macOS, web browsers and general networking concepts;
Basic telecom knowledge, such as activation, coverage issues and simple troubleshooting for wireless subscriptions;
Strong problem-solving skills and the curiosity to dig in and find answers;
The ability to handle several tickets at once and prioritize under pressure;
Strong interpersonal skills and a positive, proactive, team-player attitude;
A personal laptop or computer (Windows 11 licensed, MacOS Sequoia or newer, or Linux; at least 8 GB of RAM) and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload), plus a backup power/internet solution for at least 4 hours.

Nice to Have

~1 min read

Experience supporting B2B customers and their end users, or working in a B2C support environment;
Familiarity with ticketing tools (e.g., Zendesk) and knowledge base platforms;
Background in telecom, mobile or SaaS products.