Job Description:

The Agent will be responsible for delivering exceptional client service experiences to all clients. Queries and interactions are mainly telephonic or via written correspondence, but may include face-to-face interaction. The person in this position is also responsible for the effective management of escalations and complaints from clients.
Agents deal mainly with inbound technical support and trouble-shooting queries. It is the responsibility of the agent to ensure that all issues are thoroughly investigated, and that the client is always kept in the loop with constant feedback.
Outputs:

• Acceptable performance with regard to Key Performance Areas (KPAs)
• Ensure telephonic queries are dealt with timeously and effectively.
• Ensure ticket Logs are dealt within SLA.
• Adhering to all AD-HOC work given by manager
• Available for overtime where workloads require
• Logging of faults where required
• First time resolution and ownership of any query received

Recommended Requirements and Experience:

• Previous call-centre experience in a customer services capacity, preferably on a technical support helpdesk.
• A strong technical background relating to the IT sector and industry
• Basic understanding of the internet as well as email and their structure and functioning
• A+/N+ highly recommended
• CCNA advantageous

Competencies:

• Excellent written and telephonic communication skills
• Responsible, punctual and able to work under pressure
• and meet challenging targets
• Familiarity with Windows and other Microsoft packages
• Ability to use initiative and to be held accountable for the escalation and
communication of incidents on networks and applications
• Attention to detail
• Troubleshooting skills
• Passionate about customer service