Customer Care Agent urgently wanted: APPLY NOW
Stellenbosch, Western Cape
Role:
Service Support agent to provide customer support.
Candidates must have a mix of technological and customer service skills.
Key Responsibilities:
Handle Tier 1 support escalations through an Omni-Channel or phone, to investigate faults logged to company by internal and external customers
Follow up and ensure timely resolution with engineers and technicians as per company escalation procedure
Carry out problem analysis to implement temporary and/or permanent fixes, restoring service to the customer
Overall responsibility for Technical Tool checks and lists
Localise, investigate, report and track all customer and supplier faults per incident
Responsible for written reports on all work done
Track, assist and log change requests on agreed template, ensure changes are discussed and understood by client, before sign-off on agreed changes
Scheduling service meetings
Will be responsible for the data integrity on the ticketing system
Exhitit a flexible approach to working on a rotational basis & assist in providing the necessary technical cover and assistance where required – travel schedule, overtime, standby & call out
Handle customer billing account queries
Adhoc duties
Will be required to work shifts
Qualifications and experience:
Support experience in Wireless & Fibre (connectivity, bandwidth as well as speed)
VOIP experience would be an advantage
2 – 4 years experience in the industry, relevant certifications will have to be supplied
A+, N+ certification and any Microsoft additional certifications would be advantages
Skills and Competencies:
Must be a team player
Be able to speak English and Afrikaans
Proven customer service skills
Email proficient (send / receive testing)
Ability to communicate technical information, verbal and written, to a wide range of end-users
Good understanding of LAN network
Job Type: Full-time
Experience:
Customer Care and Support: 4 years (Required)
A+ certification: 1 year (Preferred)
Microsoft certification: 1 year (Preferred)
Wireless and Fibre: 2 years (Required)
VOIP: 2 years (Preferred)
N+ certification: 1 year (Preferred)
Language:
English (Required)
Afrikaans (Required). Apply Now
Source: jobs365
