Technical Support Agent (Contact Center)

Cape Town, Western Cape
Permanent
Full-time

8 days ago
Apply easily

About KeenAt Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.We're not a legacy BPO. We're a partner in growth — and that's where you come in.About the RoleWe’re hiring a Customer Service Agent to support a global client POS (point of sale) tech and delivery space. You'll play a critical frontline role helping their partners resolve technical issues, manage orders, and navigate integrated platforms.This role is ideal for someone who thrives in high-pressure environments, learns quickly, and brings a calm, solution-oriented mindset to every interaction. You'll be joining an in office, global, and fast-moving team that values ownership, empathy, and communication.What You’ll Do

Handle customer support tickets via email, chat, SMS, and phone inquiries with professionalism and urgency
Troubleshoot and resolve issues related to menu management, orders, payments, software, and hardware for merchants
Support integrations with third party delivery platforms
Guide customers in using the platform's tools and technologies effectively
Maintain strong SLAs and high CSAT scores across all touchpoints
Escalate bugs, errors, or high-risk customer concerns with detailed context
Contribute to internal knowledge-sharing and surface suggestions to improve tools and processes
Collaborate with remote team members and cross-functional teams to drive issue resolution
Track and manage customer updates through appropriate internal channels

RequirementsWhat We’re Looking For

2–3+ years of experience in customer service, help desk, or tech support
Experience supporting complex issues, products, or systems, especially in the meal or food deliver industry supporting vendors or merchants
Familiarity with physical hardware support, connection errors, web applications, and admin system management; API knowledge is a plus
Strong verbal and written communication skills in English (C1 or greater) and able to type 45+ words per minute
Emotionally intelligent and empathetic — always focused on delivering helpful, human responses
Calm under pressure with the ability to self-manage in chaotic or fast-changing environments
Self-starter who actively seeks solutions and takes ownership of their work
Experience collaborating within a remote, distributed team, particularly in the U.S. market
Able to receive feedback constructively and adapt quickly
Strong problem-solving mindset and eagerness to learn new systems
Bonus: Technical aptitude and comfort working across tools like Slack, Google Workspace, and ticketing platforms

Benefits

Competitive full time compensation

Collaborative office space and culture
Medical allowance
Exposure to a fast-growing global client in the food tech space
Many opportunities to grow within customer experience, operations, or technical support (TL, QA, and more!)
Birthday leave + professional development budget
Join a supportive, resourceful, and global team that values action, clarity, and empathy

This is a full-time position, working from 11 pm to 7 am SAST), assisting customers in the U.S. It will shift to 12am to 8am from November to March for US Standard time.The role is in-office, based at our office in Foreshore, Cape Town. The ability to commute to and from the office in Foreshore is required, with transportation arranged from certain locations near Cape Town.

Keen