L1 Customer Service with English

Potentiam is a fast-growing global offshore solutions provider connecting top talent with leading UK and European businesses. With offices across South Africa, Romania, India, and Brazil, we offer international exposure, real career progression, and the opportunity to work with high-performing global teams.

We combine global opportunity with local support - giving you the chance to grow, make an impact, and build a long-term career in a business that’s scaling fast.



Global clients. Clear progression. Real opportunity.



We are an equal opportunity employer. We encourage applications from people with disabilities and will provide reasonable accommodations during the hiring process.



About Our Client



Our client provides comprehensive SaaS solutions that help businesses efficiently manage customer relationships throughout the entire credit lifecycle. Their platforms automate credit management, collections, debt recovery, as well as Governance, Risk and Compliance (GRC) processes. By streamlining financial operations, these solutions improve operational efficiency, support regulatory compliance, and enable organizations to deliver a better customer experience.



Purpose of Role



In this position as a junior service desk engineer, you will provide technical support to our customers, especially with problems or questions they have about our software solutions. You will be in daily contact with customers and colleagues and will be involved in solving technical problems and answering questions about the software. You will also ensure that all incidents are recorded and tracked in our ticket system. In this position, you can grow into other departments and positions within the organisation, depending on your skills and interests. You will be supervised by experienced colleagues and given the opportunity to develop yourself both personally and professionally.



Roles & Responsibilities

• Respond to customer inquiries via ticketing system, email and phone


• Perform basic troubleshooting and maintain a stable first-fix resolution rate for basic errors


• Classify, prioritise, and dispatch tickets to the correct support level


• Regularly monitor and manage the ticket queue, ensuring SLA compliance


• Update and maintain knowledge base articles, databases and internal documentation


• Communicate with internal departments to ensure timely ticket resolutions.

• Excellent communication skills in English, both written and spoken


• Experience in customer support and working with ticketing systems


• High attention to detail and a strong customer-focused approach


• Proactive mindset — bringing new ideas to improve processes and service delivery


• Hands-on mentality with a desire to actively troubleshoot and solve issues


• Organized, reliable, and committed to meeting SLA targets.

Nice to have

• Previous experience with SQL


• Background in financial services

Data Privacy Notice



The personal information you provide during the application and recruitment process will be used solely for recruitment purposes, in accordance with our data protection policies.

For any questions regarding data processing related to HR activities, please contact Chantal Endemann at [email protected].

All data shared with third parties complies with applicable confidentiality and retention requirements.