As a member of our team, you'll have the opportunity to work with variety of technologies and provide exceptional service to our customers.
The role will be office /hybrid based with most calls being taken via phone and
email, using remote support tools to provide First Contact Fixes and escalating
higher level tickets to the UK and Spain-based Support teams.
With 12-hour shifts on a 4-day on, 4-day off basis, you'll have plenty of time to recharge and pursue your interests outside of work. With onboarding and the first month being Monday to Friday, 9 AM to 5 PM, you'll have plenty of time to settle into your new role.
With us, you will have the chance to work with a global team and be part of a multi-functional Service business but you will also have endless
opportunities for personal development and career growth.
KEY RESPONSIBILITIES:
- Prioritising and categorizing inquiries
- Respond to customer support requests by following the agreed procedures and/or using available information resources and advising user
on appropriate action - Analysis and prioritization of Incidents/Service Requests in alignment with the user/customer SLA
- Dispatch Incidents/Service Request to the 3rd parties support teams and follow them up on behalf of the affected user
- As part of a global support team, ensuring compliance to the Information Security guidelines and regulations
- Ticket Management: Handle an average of 15-20 tickets per day (potentially more on busy days), efficiently managing multiple requests simultaneously.
- Troubleshooting & Resolution: Conduct initial troubleshooting steps for a wide range of technical issues, including hardware, software, and network problems, working towards resolution or escalating when necessary.
- Issue Identification & Escalation: Identify common issues and resolve them quickly, escalating more complex cases to Level 2 or Senior Engineers when appropriate.
- SLA Management: Adhere to service level agreements (SLAs), ensuring that ticket resolution times meet the expected standards, typically within a 10-15 minute response time for basic issues and within set SLAs for more complex cases.
- Customer Communication: Communicate effectively with end users, providing regular updates on the status of their issues and ensuring customer satisfaction throughout the resolution process.
- Multi-tasking & Time Management: Balance and prioritize multiple tickets, ensuring that urgent issues are addressed in a timely manner without compromising the quality of service for less critical requests.
- System Administration: Perform basic system administration tasks such as account management, user setup, and minor configurations.
- Knowledge Sharing & Collaboration: Collaborate with other team members to share knowledge, learn from more experienced engineers, and help improve the overall support process.
Job Reference
ZR_679_JOB
Job Location
Cape Town
Company
Talent Shore SA (Pty) Ltd
Salary
R15 000.00 - R27 000.00 Per Month
Industry
IT
Job Type
Permanent
Date Posted
2025-02-10