The Technical Administrator is expected to have knowledge and experience dealing with Ticketing Systems, Client Care and Administration. A basic knowledge of VoIP and local area networking would be beneficial.

A passion for administration and client care is essential.

The successful candidate must have strong business acumen and must be a good communicator as he or she will be expected to interact with Switch Telecom clients and other teams within the company.

Main Duties

  • Responsible for the timely and effective response to all client interactions, requests, and queries.
  • Logging of all client interactions on the ticketing system.
  • Providing 1st level technical support to clients and partners via email and telephone.
  • To provide a complete and informed response on the first contact with all clients and resellers.
  • Act as a liaison between the clients and the different support teams focusing on resolving complex issues and managing client expectations.
  • To ensure customer satisfaction by following specific procedures and protocols.
  • Identify and escalate situations requiring urgent attention beyond 1st line support.
  • Ensure internal and external communication is carried out in a professional and timely manner.
  • Managing and handling all client-related queries.
  • Maintain a healthy relationship with existing customers and build trust with potential customers.
  • Support requests associated with all Switch Telecom services and products via the ticketing system and telephonically.
  • Provide support for clients and resellers telephonically and via the ticketing system.
  • Assist with receiving and dispatching of work requests to staff, vendors or other services providers.
  • Assist in resolving all support related queries.
  • Assist with the coordination and scheduling of orders and amendments for existing clients.
  • Act as an interface with clients, resellers, wholesalers and between departments if and when required.
  • Act collaboratively to solve problems and resolve spontaneous and unique situations.
  • Ensure delivery of committed services and overall customer satisfaction.
  • Demonstrate leadership, responsiveness and creativity in finding solutions.
  • Ensure appropriate follow-up with customers.
  • Seek to continuously improve processes, systems and overall client satisfaction.
  • Maintain an efficient work environment.
  • Screen telephone calls, and handling requests, and enquiries telephonically.
  • Assist in client retention.
  • Identify new and efficient ways to manage ticketing queues and workflows.
  • Assist with the coordination and scheduling of upgrades and cutovers for existing clients.
  • Directly support the Management teams with ongoing facility and team related responsibilities

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    Current Openings

    Exposure to new technologies is guaranteed
    Looking for mid-weight developer that is passionate about technology.
    Have your finger on the pulse of the business.
    Take your career to the next level.
    A basic knowledge of hardware, operating systems and local area networking is essential.
    Passionate about client service, then this is the position for you.