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    Technical Support Consultant - Johannesburg, South Africa - TalentCru

    TalentCru
    TalentCru Johannesburg, South Africa

    5 days ago

    talentCRU background
    Description

    Our client is looking for a Technical Support Consultant. This role will expose you to a diverse working environment with endless opportunities to grow as an individual and to work for an organization that promotes equality. This is a contract role (6-month contract) based in Johannesburg.

    The primary purpose of this role is to function as a 1st level Support Consultant in the Support Services Hub within the Technical Services Department resolving technical issues relating to the company's products/services.

    • Matric/National Senior Certificate
    • 3 to 5 years technical experience in the relevant field
    • Linux experience qualification
    • N+/A+ certification
    • Experience in a contact-center based environment.
    • Linux experience
    • Payment industry knowledge
    • Computer Literacy – MS Office suite good verbal and written communication skills
    • Relationship building
    • Analytical Thinking
    • Problem Solving and Troubleshooting
    • Ability to collaborate effectively in a team.
    • Responsible for supporting all products on the monitoring platforms and maintenance of accurate data on all monitoring platforms.
    • Monitor SLA's and follow up on calls to ensure meeting of SLA's.
    • Assign and close calls correctly after technician's site visit.
    • Configuration of products for specific solutions within SLA's.
    • Assist with sim linking to correct terminals ensuring terminals are active and provisioned.
    • Update configurations for estates and distribute updated documents
    • Respond to and action requests from business partners
    • Manage and respond to escalations within SLA's.
    • CRM call logging and follow through with support processes
    • Engagement with 2nd level support when required and follow through until completion.
    • Escalation to 3rd parties as required (e.g. mobile networks, integrated solution suppliers and coverage)
    • Provide technical and problem-solving training on the business's products/solutions to internal and external support teams
    • Answer customer calls and perform troubleshooting to ensure client site stays functional (diagnose root case, identify solutions and resolve)
    • Log calls to field technician where required.
    • Achieve call answer log, answer rate targets and solve rations.
    • Facilitate ad-hoc project requests – outbound calls and database updates.
    • Knowledge and support of all business and partner products and solutions
    • Backup to 2nd line Support team in case of resource shortage
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