Customer Services Officer (Night Shift)

SUMMARY:
International company with Head office in Milan Italy is looking to fill a local role based in Centurion Gauteng. 
Position: Customer Services Officer ( Technical Support) - Night Shift ONE YEAR CONTRACT to be renewed based on performance. Excellent opportunity to learn and grow within International company. Dealing with high profile international clients.

POSITION INFO:
Position: NIGHT SHIFT CUSTOMER SERVICES OFFICER ( TECHNICAL SUPPORT) 
Requirements: 
Must have excellent command of English language 
Excellent verbal and written communication in English
Must be able to work remotely if required
Qualifications: Diploma: A+ and N+
2+ years relevant experience in similar role
Experience working on: Core Operating System – Linux and Windows
Coordinate and manage all support activities (first and second line);
Resolution of tickets logged;
Liaise with technical team;
Write and send correspondence and notifications to customers;
Responsible for upgrading and maintaining end-user software versions and equipment;
Monthly/daily updates and service review tickets logged;
Ensure new clients and products are loaded on the system;
Communicate usernames and password to new users;
Send new users the service desk manual and SSL certificate;
Reset users’ password.
Provide monthly statistics
Management of SLA:
Ensure tickets logged are resolved within SLA;
Coordinate and manage all support activities (first and second line);
Monitor/ensure monitoring of service desk during client SLA time;
Answer/ensure answering of client information request;
Request further information from the client and follow up if not received;
Provide client with final answer or solution.
Problem Management
Understanding the failure scenario;
Identify the failing component;
Fix identified problems.
Keep the client and management appraised throughout the problem.
Incident Management
Follow the escalation procedure for all incidents and for problems not able to resolve on own
Provide feedback on a regular basis
Provide an Incident report
User set-up:
Laptops, access control and printers.

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