First Line Customer Support Specialists

 

Recruiter:

Believe Resourcing (Pty) Ltd

Job Ref:

1465857614

Date posted:

Tuesday, February 22, 2022

Location:

Johannesburg, South Africa


SUMMARY:
-

JOB DESCRIPTION:

Job Overview:

To provide 1st line customer and technical support to external customers, assisting them with queries and incidents related to our client's range of products via phone, email, and online chat.

Main Purpose of the job

The First Line Customer Support Specialist is responsible for maintaining the company's exceptional levels of customer service to its clients both locally and globally. The ideal candidate will work closely with the Customer Support Manager to drive customer incidents and queries to conclusions within the agreed Service Level standards.

The First Line Customer Support Specialist:

  • Has excellent communication skills, both verbal and written, with English being the preferred language of communication

  • Has relevant 1st line or helpdesk support experience

  • Is assertive and pro-active in driving issues to conclusion

  • Is organised and is able to respond to queries based on service levels and urgency of incidents raised

  • Must have strong analytical skills and be able to find trends in customer queries and incidents to help improve standards of customer service

  • Has superior time management skills

  • Is able to update existing content in the Knowledge Base or write new content for the Knowledge Base

Key responsibilities

The First Line Customer Support Specialist will be required to:

  • Maintain a high degree of customer service for all support queries and adhere to all service management principles

  • Provide 1st line technical support; answering support queries either via phone, email or on their live online chat system

  • Take ownership of user problems and be proactive in driving the problems to conclusion, both with internal IT teams and external vendors

  • Log all calls on the call logging system and maintain full documentation

  • Assist in analysing the nature of support incidents raised and provide input

    into the Knowledgebase for common issues

  • Escalate more complex service issues to the relevant support team or external vendor

Key performance measures

  • All incidents allocated to Level 1 support are resolved within the agreed Service Levels

  • 98% of incidents escalated to 2nd and 3rd levels of support are resolved within the agreed Service Levels

  • All new tickets are responded to within the agreed Service Levels

  • No negative remarks from Customers regarding our client's level of customer service

Number of subordinates:

None

Knowledge:

The First Line Customer Support Specialist must at a minimum have:

  • A Diploma in an I.T.-related field

  • At least 2 years Call Centre experience

  • At least 2 years experience in the Fintech industry

  • Strong knowledge of Microsoft Office

Preference will be given to candidates with knowledge or experience of:

  • The Zendesk customer support system, or a similar customer support system

  • ITIL v4 with a specific focus on Incident, Problem and Service Management

Perm/Contract role:

If the candidate is based outside of SA, we will need to put them on a consulting agreement due to tax compliance problems with hiring abroad.

Non-negotiables / Minimum requirements:

  • A Diploma in an I.T.-related field
  • At least 2 years Call Centre experience
  • At least 2 years experience in the payments industry
  • Strong knowledge of Microsoft Office
  • Excellent communicator, good listener and empathetic to customer needs
  • Enjoys interacting with customers and resolving issues
  • Preference will be given to candidates with knowledge of or experience with:
  • The Odoo support system, Zendesk or a similar customer support system
  • ITIL v4 with a specific focus on Incident, Problem and Service Management

Locality

Our client is open to all territories in South Africa, Mauritius, Africa and Middle East. (UTC+1/2). Their normal working hours are 08h00 – 17h00 (SAST)

A 2-hour difference in our time zone is acceptable.

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.



 

 

 

Similar jobs you might be interested in:

Helpdesk Agent - PTA
Location: Pretoria
Salary: 11000
Helpdesk Agent Pretoria (Tshwane) Salary R11 000,00A company in Pretoria is looking for an IT Helpdesk Agent.
24 days ago


Junior Account Manager
Location: Pretoria
Salary:
Junior Account ManagerOur client is looking for a proactive and client-focused Junior Account Manager to join their team in Pretoria East, Gauteng. The successful candidate will support client relationships, manage day-to-day queries, and ensure customers derive full value from the Lunchhub platform. This role involves onboarding, training, providing first-line technical support, and coordinating ...
1 day ago


Senior Procurement Officer
Location: Johannesburg
Salary: 000
The core purpose of the role is to execute the operational and tactical procurement of goods and services in the area of responsibility or business unit by implementing the day-to-day fulfilment/ purchasing of on-demand business procurement requirements.
1 day ago


Software Support Specialist
Location: Johannesburg
Salary:
Our Client requires a dedicated and disciplined Software support Specialist to learn and support their proprietary software used by clients nationally (in a variety of different sectors). The ideal candidate has a strong grasp of how software functions, excellent problem-solving skills, and outstanding attention to detail. This is not a developer or management track; it is a specialist support and...
3 days ago


Radiology Nurse - To Start in Jan / Feb 2026
Location: Mulbarton
Salary: Market related
Radiology Nurse to work alongside Clinicians - Radiologists, Radiographers, Sonographers
4 days ago


Retail Store Manager
Location: Johannesburg
Salary:
Our client, an established independent retail group is seeking a dedicated Retail Store Manager to join their team
7 days ago


Receptionist with Facilities Management Admin Support
Location: Sandton
Salary:
7 days ago


After Sales Manager/Key Accounts Manager (OEM)
Location: Germiston, Gauteng
Salary: Annual CTC Salary
After Sales Manager/Key Accounts Manager
7 days ago


Customs Solutions Developer (Logistics Industry)
Location: Midrand
Salary:
9 days ago


Store Manager- The Vaal
Location: Johannesburg
Salary:
9 days ago


Create a free job alert for First Line Customer Support Specialists in Johannesburg

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions