Technical Support Specialist

2 weeks ago

Paardeneiland, South Africa TCMS Solutions Full time

Exciting new job opening at TCMS South Africa

LOOKING FOR ENGLISH TECHNICAL SUPPPORT
We are currently hiring for new experienced call center agents supporting our English speaking US and European customers. You will provide customer service for retail software and equipment in a first line tech support capacity.

Introduction:


This role will be a premise-based role spending 5 days / 40 hours a week in our
South Africa offices Cape Town at the iContact office in PAARDENEILAND.



Interviews:

You will be interviewed in 2 rounds after receiving your up-to-date CV. The interviews will be followed up with the usual checks and 1 or 2 reference calls. You will also be required to make an online test as part of the hiring process.

Training & final Go/No-Go:


After this process, if we are interested to welcome you in our growing team and you feel the same, you will receive a 4 week paid training.

A solid training program, a good workflow tool and other supporting tools will be provided to you so you can provide excellent customer service to the customers of our client.

T raining will start on the 26th of June 2023.

Onboarding:


After this 4 week training we will determine whether we can progress you to our service delivery team and offer you a full time contract (GO), or that we thank you for the efforts, pay you for the 4 weeks training and wish you success elsewhere (NO GO).


If you are hired, you will become part of an elite support squad and you will be the first point of contact with our customers, and therefore you will be dealing with a wide variety of requests.

This in turn allows you to work closely with multiple different teams of our client.

We believe that customer support is more than just providing answers to our customers' questions, so together with the team you also focus on constantly improving our product.

We'd like you to share your ideas on how we can innovate or improve our business to ensure the best customer experience and support our customers in their success.

Our customers' success is our success.

What you'll be doing:

  • Provide excellent customer experience through technical support;
  • You will be the interface between the customer and our various departments;
  • Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution;
  • Properly document and track customer issues and resolutions;
  • Follow escalation procedures as required;
  • Liaise with team leaders to best handle day to day situations to better customer experiences;
  • Handle miscellaneous duties and responsibilities as defined by management;

What you need to bring:

Our team is spread over the UK and Europe.

Main purpose of this international team is to provide customer support for UK, North America and European business customers and guarantee an amazing customer experience.

We're looking for a
ENGLISH Support Specialist who has experience with the following:

  • Experience of customer service, ideally in a technical environment;
  • Excellent communication skills in English (written and verbal);
  • Strong attention to detail with an emphasis on customer service;
  • Proven troubleshooting skills, especially when dealing with new or complex issues;
  • Even better if you have, but not necessary
  • Passion in technology;
  • Familiarity with mac OS and iPad OS;
  • Retail experience or Hospitality experience;
We know that people are more than what's on their CV. If you're unsure that you have the right profile for the role... hit the 'Apply' button and give it a try

What's in it for you?:

  • Come live the brand experience of our client, it's an amazing product and company to work for;
  • Ability to do your job in a truly flexible environment.
  • Genuine career opportunities in a company that's creating new jobs every day;
  • Work in a team big enough for growth but lean enough to make a real impact.
  • Enjoy a range of benefits that'll keep you happy, healthy and (not) hungry:
  • An above average fixed salary per month ZAR P/m based on previous work experience, general skill levels and professional seniority in the role)
  • A possible performancebased bonus as a % on top of your fixed salary
  • Access to a mental health online platform, counselling & coaching services
  • Language classes & LinkedIn Learning license

Where to from here?:


Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you're proud to come to every day.


Our client is building communities through commerce, and we need people from all backgrounds and lived experiences to do that.

Our client was founded in 2005, in Montreal's gay village and the original members were all part of the local LGBTQ+ community.

The ethos of our clients business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone

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