Virtual Service Desk + Sales Assistant (L1 IT & VoIP Support + Customer Service/Sales) — South Africa (Remote)

Overview

We’re an Australian‑based Managed IT & Communications provider supporting small and medium businesses. We’re hiring a South Africa–based remote team member who can combine:

• Level 1 IT & VoIP support

• Customer service

• Outbound cold calling / appointment setting

This is a long‑term role for someone who is confident on the phone, follows process, and can handle both support tickets and structured sales activity.

What You’ll Do

A) Level 1 Service Desk & VoIP Support (Core)

• Answer inbound calls, emails, and ticket requests from business clients

• Log and triage tickets with clear notes and next steps

• Handle common Level 1 issues, including:

  • Password resets and account access

  • Microsoft 365 basics (Outlook, Teams, MFA)

  • Basic workstation, headset, and connectivity checks

  • Basic VoIP troubleshooting (handsets not registering, one‑way audio, call quality checks)

• Escalate to senior techs with clean diagnostics and documentation

B) Customer Service & Admin

• Professional phone and email communication

• Client follow‑ups, scheduling, and appointment confirmations

• Maintaining accurate CRM and ticket records

• Ensuring no support or sales requests are missed

C) Sales Support + Cold Calling (Light)

• Outbound cold calling to small businesses (provided scripts + targeted lists)

• Appointment setting and lead qualification

• Follow‑up of quotes and proposals

• Logging call outcomes and next steps daily

Success Measures (KPIs)

• Ticket accuracy and escalation quality

• Response and follow‑up consistency

• Outbound activity: calls made, conversations held, meetings booked

• Phone professionalism and customer satisfaction

Required Skills

• Native‑level / near‑native spoken and written English

• Strong phone confidence (inbound + outbound)

• Experience in customer service, helpdesk, call centre, or sales roles

• Comfortable working with scripts, SOPs, and ticket notes

• Reliable internet, headset, and quiet home office

Highly Desirable (Nice to Have)

✅ Prior MSP or IT support experience
✅ Microsoft 365 user support experience
✅ Ticketing systems (Halo, Syncro, Zendesk, Freshdesk, etc.)
✅ CRM experience (HubSpot, Pipedrive, Zoho, etc.)

VoIP / Phone System Experience (Desirable)

✅ Yeastar (Cloud or On‑Prem)
✅ 3CX
✅ SIP trunks, VoIP handsets, or hosted phone systems

Yeastar or 3CX experience is highly regarded but not mandatory — training will be provided for the right candidate.

Hours

• 30–40 hours per week preferred

• Stable roster with overlap into Australian business hours

How to Apply

Please include:

1. A short intro explaining your background in support and/or sales

2. Your experience with phone‑based roles (inbound or outbound)

3. Any experience with VoIP, Yeastar, 3CX, or phone systems

4. Internet speed and reliability (and backup, if applicable)

5. Weekly availability and preferred working hours

Short‑Listed Candidates Will Complete

• Phone role‑play:

  • L1 support scenario

  • Cold calling / appointment‑setting scenario

• Short written ticket documentation task