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TECHNICAL CALL CENTRE AGENT - 369992
TECHNICAL CALL CENTRE AGENT
Information Technology / Web Development / Telecommunications
Wage / Salary:
R - Market Related - P/M (Per Month)
Our client based in Indusrtria North,Randburg is seeking a Technical Call Centre Agent who will be responsible for handling technical calls and resolving customer queries.
Duties & Responsibilities
KEY AREAS OF RESPONSIBILITY
Answer incoming calls and respond to customer’s emails
Management and resolve customer complaints
Identify and escalate issues to the Technical Support Manager
Provide product and service information to customers
Research required information using available resources
Research, identify, and resolve customer complaints using applicable software
Process tickets per received call/query
Route calls to appropriate resources
Document all call information according to standard operating procedures
Where required, provide technical support directly with customers in conjunction with Technical Support staff.
Ensure availability of product data and technical specifications for customers
Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps.
Install applications, hardware, parts, and/or equipment when deemed necessary.
Other tasks that you may be required to perform as directed by your technical support manager.
Prepare daily open ticket reports for your technical support manager.
Ticket Logging for every query received both via telephone and over the counter.
Keeping to ticketing system SLA.
Recognize, document, and alert the management team of trends in customer calls
Follow up customer calls where necessary
Upsell products and services by forwarding such to the National Sales Manager
Complete call logs and reports
Other duties as assigned by the Technical Support Manager
Desired Experience & Qualification
ACADEMIC AND TRADE QUALIFICATIONS
National Diploma (Electronic Engineering) or S4 Electrical Engineering graduate.
Computers Graduate with National Diploma in Electronic Engineering NQF 6.
WORK EXPERIENCE AND SKILLS
Preferably 2 years in radio frequency and/or electronics security industry.
Training will be provided.
Computer literate – diagnostic software and Microsoft Office.
PERSONAL CHARACTERISTICS AND BEHAVIOURAL TRAITS
Analytical, structured and systematic.
Ability to work under pressure.
Strong attention to detail.
Ability to communicate clearly and effectively.
Flexible-ability to work occasional overtime.
Package & Remuneration
R16k CTC per month
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