End-user Support Agent - Cape Town, South Africa - CLS Human Capital Specialists

CLS Human Capital Specialists
CLS Human Capital Specialists
Verified Company
Cape Town, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

END-USER SUPPORT CONSULTANT
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Introduction


An innovative and forward-thinking educational technology company located in Stellenbosch is seeking an End-User Support Consultant with - 3 years' experience in a technical support role to join their team.

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Job Purpose

Requirements:


Minimum education (essential)

  • Matric

Minimum education (desirable)

  • Certificate, Course or Diploma in a technical support related field

Minimum applicable experience (years)
years


Required nature of experience

  • Experience working in a Call Centre, with the aim of providing technical support to clients
  • Customer Relations / Client Engagement
  • Telephonic and Virtual Support
  • Installation of apps

Skills and Knowledge (essential)

  • MS Packages
  • Excellent written and verbal communication skills

Skills and Knowledge (desirable)

  • Google for Business
  • Mobile Platforms
  • Basic technical support skills
  • ZOHO (ZOHO Desk, ZOHO Sales IQ)
- d6 Communication / d6 Connect


Other

  • English and Afrikaans

Key Performance Areas, Weights and Objectives

Administration 7%

  • Act as the first line of support for calls.
  • Act as backup client support as and when required.
  • Correctly allocate queries as and when required.

Support Manual Maintenance 3%

  • Create and maintain d6 support user manuals.

End-User Support 90%

  • Solve problems for endusers to get the communication products working on their devices as effective and efficient as possible reducing the time spent with each query. (40%)
  • Respond to Connect support queries sent via Online chat functionality. (40%)
  • Respond to Play Store and App Store reviews. (5%)
  • Follow all required processes on the ticketing system. (10%)
  • Escalate queries with discretion. (5%)

Remuneration
Market related
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