Technical Call Centre Agent (Command Centre Operator)

• Assist Team Leader to maintain high levels of action, quality and precision, and a delivery focus
• Required to complete daily shift tasks
• Ensure escalation is done promptly to the correct Support department with minimal downtime
• Work with other departments to solve and close current problems where applicable
• Communicate and assist team Leader on the status of outstanding internal/external issues and communicate these with all parties concerned
• 1^st line troubleshooting and problem solving for internal and external clients as well as service providers where applicable
• Ensure all necessary tickets/incidents are logged and assigned to relevant support department
• Ensure root cause and resolution analyses are included and updated in all Incidents being updated
• On the job training & knowledge sharing requirements are brought to Team Leader’s attention
• Ensure all Checklists are up-to-date, and information is captured accordingly
• Fulfil ad-hoc requirements that may arise and are not specifically listed above
• Provides ongoing support to colleagues
• Batch Processes File transmissions

MINIMUM RERQUIREMENTS & CORE COMPETENCIES:

• Matric/NQF4
• 2 – 3 years’ experience within a customer services/technical consulting role
• Strong overall Information Technology experience and knowledge
• Previous call centre/customer services experience within payment processes orientated environments
• Understand the real time framework
• Strong Communication Skills: Written/verbal
• Understanding of systems monitoring
• Understand the EFT Switching environment
• Understand the Batch processing environment
• Understand the different file movement protocol (SFTP, XCOM, CD etc.)
• Have an understanding how to identify alerts and the process behind them, fixing  
• Flexible to work shifts (4 days on 3 days off: 06h30 – 14h30/14h30 – 22h30/22h30 – 06h30)