Outbound Esd Technical Officer - Midrand, South Africa - Nexio

Nexio

Verified Company

Midrand, South Africa

3 weeks ago

Posted by:

Thabo Mthembu

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Description

ROLE PURPOSE
Give updates on Service Requests for customers phoning the ESD Outbound Service Desk

Perform basic tests before confirming closure and verify link status using intergrity.

Give feedback to customers calling into the IVR
Follow up with technical officers on Service Requests for activity updates on tickets without updates and revert with feedback to the customers
If no updates from Technical Officers escalate to their Squad Leader (Teams chat escalation and transfer the client to the hunt line)
Call clients and do a close the loop exercise before closing resolved calls using Zailab
Perform basic tests before closing calls
Close resolved calls
Assist the Inbound Team answering inbound calls from customers requesting to log a new ticket
Use MSPI & Integrity to obtain the correct information necessary to perform your duties and responsibilties
Be available on Zailab 8 hours during your shift to take customer inbound calls requesting updates
Log calls to relevant department(s) immediately when system issue is detected, i.e., Siebel/ Zailab and notify your Squad leader or Shift Squad Leader.
Follow the Escalation matrix

REQUIRED COMPETENCIES