1st Line IT Support Agent - Montague Gardens, South Africa - DataTech Recruitment

DataTech Recruitment

Verified Company

Montague Gardens, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

We are looking for a 1st Line IT Support Agent in Cape Town, to provide technical support to customers, answering calls, responding to inquiries, managing complaints, troubleshooting customer service problems (hardware and software support), and providing general services information.

Responsibilities

Supply First-Line support and Hardware support
Manage and resolve customer complaints.
Logging and closing calls on the call desk system
Continuously update calls logged on the call desk system during the call life cycle
Continuously update calls logged with the customer during the call life cycle
Identify and escalate issues to supervisors
Provide product and service information to customers
Identify, and resolve customer complaints
Manage large amounts of inbound and outbound calls in a timely manner
Recognize, document, and alert the management team of trends in customer calls
Complete call logs and applicable reports

Requirements:

Matric / Equivalent qualification
Call Centre certification / Qualification
13 years of experience in a call centre environment
Previous experience in a technical customer support role
Own transport and a valid driver's license are essential
Knowledge of customer service practices and principles
Excellent data entry and typing skills
Strong phone and verbal communication skills along with active listening
Customer focus and adaptability to different personality types
Ability to handle stressful situation appropriately and necessary soft skills
Ability to multitask, set priorities and manage time effectively
Excellent computer literacy in MS Word, Excel, Outlook, and PowerPoint and presentation skills
Service quality orientated
Customer focused
Copes effortlessly within a highstress and pressurized environment