First Line Customer Support Specialists

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.