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Tech Support Customer Service Representative

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1 year ago3039 views

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General Details

Location:

Higgovale, Cape Town

Advertised By:Agency

Company Name:CallForce

Job Type:Contract

Description

We have an exciting opportunity for Customer Service Representatives to join a dynamic team of tech experts focused on redefining superior customer service in the telecommunications sector.

This role is focused on providing professional inbound technical support for resolving technical customer queries with the goal of first call resolution and end-to-end service delivery.

Salary
Great base salary and incentives with potential earnings of up to R 9000 per month

Key Responsibilities

Identify and respond to the customers’ needs with helpful solutions, delivering a high-quality service
Apply empathy and patience when dealing with irate customers
Apply excellent listening skills and probing techniques to establish relevant information to resolve the query
Ensure customer call backs to provide an update on the progress of the query
Ensure first call resolution on customer queries
Strive for excellence with every interaction

Minimum Requirements

Passion for customer service & must enjoy problem solving & exceeding customer expectations
Experience dealing with customer complaints
At least 1 year experience in customer services, preferably in a call center
At least 6 months technical support experience
Matric
Computer literacy

Working Hours

06h00 – 22h00 Monday to Sunday on rotational shifts
Address: 122 St Georges Mall Newspaper House, 2nd Floor, Cape Town

What you can expect

Value-driven company with a culture that focuses on “People Come First”
Theoretical & practical world-class training to ensure you can apply what you have learned
Extensive support during incubation to ensure high levels of success in our dynamic operation
Long-term growth opportunities

https://www.ditto.jobs/job/gumtree/718443707?source=gumtree

Id Subtitle 1107159002

CallForce

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KEY COMPETENCIES Have excellent problem-solving skills to identify any issues or problems and assess the severity of the problem, determine an appropriate approach to solving problems, develop plans for implementing solutions etc.Have good verbal and written communication skillsHave a high level of client service orientationBe self-driven and have high energy levelsBe organized and assertiveBe a logical thinkerBe able to work independently with a high level of responsibility KEY PERFORMANCE AREAS Support the production environment, upgrade, security management, disaster recoverySetup and configure the Production, SIT and Dev environmentsImplement and maintain associated system configurationsProvide support function to internal teams and clientsExtensive troubleshooting experience with software solutionsEnsure that communication channels are established with all clients at a technical levelInvestigating production related queries as raised by business or external partiesEnsure that adequate testing has taken place before implementing new systems or changes to existing systemsEnsure that periodic tests are executed at the DR siteEnsure that failover procedures are documented and kept up to dateEnsure that all technical documentation is maintained and product enhancements periodically reviewedEnsure effective monitoring systems and the building of tools, dashboards and automated processes to empower the product and organizationalTest any new system releases / upgrades from Development or Service ProvidersEnsure that a testing schedule and procedure is availableSystem Maintenance (Production and Test)Be the SME for the hosted service RESPONSIBILITIES Strong written and spoken communication skillsAnalytical and logical problem-solving skillsProvide support to customer via excellent written and spoken skillsProvide process enhancements and recommendationsResponsible for recurring system changes on the environmentsProvide solid technical foundation to/across all of our customer environmentsProactively manage the customer environmentsEnsure that all incidents are logged and effectively managed, resolved and escalated if necessaryIdentify trends across customer base and feedback observations and assessmentsRevision of technical documentation and specifications as part of troubleshooting process and contributing to the Knowledge baseDetailed investigation and analysis of incidents which might include, but is not limited to: Analysis using tools like SQL Profiler, Network sniffers and Windows Performance MonitorT... https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xNDczNTQ3NDAyP3NvdXJjZT1ndW10cmVl&jid=371080&xid=1473547402

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