Technical Call Centre Agent (Command Centre Operator)

Recruiter:

TrudyQ Consulting

Job Ref:

EC1

Date posted:

Wednesday, June 22, 2022

Location:

CapeTown, South Africa

Salary:

Cost to Company Salary

SUMMARY:
Must have call centre/customer services experience within payment processes orientated environments

JOB DESCRIPTION:

PERMANENT EMPLOYMENT OPPORTUNITY

Monitoring of real time EFT processing and online transactions processing. Identifying and reporting on service impacting issues affecting the production environment, together with company products, networks, and applications

A clear understanding of the operational environment, an acute sense of urgency and the need to communicate accurately and timeously whilst ensuring near 100% uptime is maintained are key requirement

Key Job Functions

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)

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

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