Tech Support Customer Service Representative

Duties and responsibilities:

• Responsible for resolution of customer queries with high professionalism from the moment of escalation in line with given timelines as per SLA
• Understanding and ownership of customer queries and complete management the process to resolve issues escalated.
• Assist and resolve incidents according processes and procedures.
• Resolve FTTH issues through effective troubleshooting and configuration.
• Ensure excellent customer service and effective and efficient problem-solving.
• Preserve and build relationship with customers and other stakeholders on behalf of the business.
• Effectively follow up on calls including other key commitments made to clients.
• Reduce escalated incidents in line with SOPs and policy.
• Provide exceptional support to the rest of the team inclusive of 2nd line up Field Engineers.
• Submit reports including progress reports and analysis of information and statistics.
• Data capture customer info, escalated incidents and the processing of the ticket data

Education and Experience:

• Matric
• English language proficiency
• Minimum 1 year inbound technical support experience within a center required 
• Typing speed of minimum 35 wpm

Key Competencies and Skills:

• Excellent communication skills
• Tech support 
• persuasiveness
• tenacious
• negotiation skills
• stress tolerance
• effective time management

Salary and rates including allowances, incentives:

Salary and rates including allowances, incentives: R35 per Hour with an addition of up to R3000 if you meet your KPI's each month. Shift allowance and travel allowance will be included as per your working hours. Earning potential: R9000+ per month dependent on performance and working hours.

Days & times of work:

The operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 - Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) – 365 days a year, including public holidays.