Technical Support Agent

Location: Capetown, South Africa
Salary:
Recruiter: AGA Recruitment Specialists
Job Ref: CPT000001/AG
Summary: Our client would like to recruit a Cape Town based Technical Support Agent in their Technical Support Department with previous Technical Contact Centre experience.

 

 

Job Description

RESPONSIBILITIES OF THE POSITION INCLUDE BUT ARE NOT LIMITED TO:

• Effective management of customer faults and queries (Escalation/notification) via the CRM system to minimise machine downtime.

• Apply technical knowledge of the Limited Payout Machines “(LPM’s)” when troubleshooting faults and queries.

• Effective use of the National Central Electronic Monitoring System (“NCEMS”) when performing tasks and resolving LPM faults.

• Demonstrate a high level of customer service at all times through adherence to contact centre SLA’s and key performance indicators “(KPI’s”).

• Ensure that player dispute resolution procedures are followed and performed timeously.

• Ensure compliance to internal and external Policies, Procedures and Regulations with all related Regulatory Authorities.

 

 

QUALIFICATIONS, EXPERIENCE, SKILLS AND KNOWLEDGE REQUIRED:

• Grade 12.

• English, with a second and/or third language would be advantageous.

• Technical troubleshooting experience.

• Call/Contact centre experience.

• The ability:

- To focus on results, managing work, planning and organising.

- To multi-task, using multiple systems and contact centre applications simultaneously.

- To express potential through adaptability, initiating action, work standards, innovation and stress tolerance.

- To communicate verbally and in writing (English) with all levels of management, customers and third-party service providers.

- To interact effectively through communication, building customer loyalty and trust, managing conflict, negotiation and gaining commitment.

- To achieve goals by contributing to team successes and follow up.

- To work shifts.

 

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