Technical Support Agent

 

Recruiter:

AGA Recruitment Specialists

Job Ref:

CPT000167/AG

Date posted:

Thursday, February 10, 2022

Location:

Capetown, South Africa


SUMMARY:
Our client a market leader in limited payout machines 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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