1st Line Support Agent - Constantia Kloof, South Africa - The Telecoms Academy
1 week ago
Description
Job Title: 1st Line Support Agent
Department:
Customer Support
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Purpose:_The purpose of a 1st Line Support Agent is to manage and
coordinate service activities within the company to ensure timely and
effective service delivery. 1st Line Support Agents are responsible for
overseeing the entire service process, from receiving service requests to
dispatching service personnel to tracking service performance and ensuring
customer satisfaction. Overall, the purpose of a 1st Line Support Agent is to
ensure that service operations run smoothly, service personnel are deployed
effectively, and customers receive high-quality service that meets their needs
and expectations.
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Requirements:_
years' experience with Printers, Telecoms, Internet and Networking.
- Must be able to work independently and not have to be
- Must reside in Johannesburg (Westrand, South or North of JHB no
- Must have matric certificate and all telecoms and networking
- 1st Line Support Agent must have strong technical skills, including
customer relationship management (CRM) software. They must also have a
strong understanding of service delivery processes and procedures.
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Key Responsibilities:_
- 1st Line Support Agent must have excellent communication skills, both written and verbal, in order to effectively communicate with service personnel, customers, and other stakeholders.
- 1st Line Support Agent must have strong organizational skills and be able to manage multiple service requests and schedules simultaneously.
- 1st Line Support Agent must have strong problemsolving skills and be able to quickly identify and resolve servicerelated issues.
- In summary, becoming a 1st Line Support Agent requires a combination of education, experience, and skills, including technical skills, communication skills, organizational skills, leadership skills, and problemsolving skills
Key Responsibilities:
and support requests.
- Provide troubleshooting assistance to all client related queries.
- Documenting all support requests, incidents, and resolutions in the
- Communicating with customers regarding the status of their support
- Collaborating with other service desk agents to identify and address
- Provide accurate information and address any concerns or questions
- Be able to identify when an issue requires escalation to a higherlevel
- Be able to follow established procedures for escalating issues and
- Be patient, courteous, and empathetic when dealing with customers,
- Keeping uptodate with product knowledge.
- Identify trends, patterns, and areas for improvement to ensure that the
- Responsible for providing excellent customer support to clients,
- Responsible for coordinating the delivery of services to customers,
- Responsible for managing relationships with customers, understanding
in accordance with customer requirements.
- Maintaining accurate service records, including service requests,
- Responsible for coordinating service maintenance activities, including
maintenance activities are completed on time and with mínimal
Salary:
R15,000.00 per month
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