First Line Support Agent

2 weeks ago


Jet Park, Gauteng, South Africa SMART OFFICE CONNEXION Full time

JOB PROFILE

Department:
Helpdesk


JOB PURPOSE
The First Line Support Agent is the first point of contact in the call resolution process. The nature of the role provides technical support to users through troubleshooting problems.
The main responsibilities of the incumbent is to screen all calls logged and action them accordingly. The incumbent will attempt to remotely resolve as many calls as possible.
Furthermore, the incumbent will advise technicians on those calls that require a technician to do a callout, Therefore, the incumbent plays a vital role in reducing the volume of call queries and providing a timeous and professional service to clients

DUTIES/TASKS

  • Analyzing all calls logged and prioritizing calls accordingly
  • Avoids breach of SLA by monitoring compliance with service agreements when handling calls.
  • Engage clients telephonically to gain insight in order to diagnose the printer issue.
  • Perform troubleshooting using different diagnostic techniques to try to resolve calls telephonically (where possible)
  • Performing First Call Resolution (FCR) troubleshooting to try to effectively resolve calls
  • Diagnosing the printer issue at hand remotely
  • Takes necessary steps to enable first time fix (where possible)
  • Should the call require a technician on site, you will be required to advise the technician with a detailed overview of the issue and advise on the necessary parts required
  • Use of BPO system to capture updates on calls logged based on client engagement
  • Escalate to the manager any issues that may require intervention
  • General admin and ancillary related duties
  • To perform any other relevant duties that may be dictated by the changing needs of the service

ESSENTIAL REQUIREMENTS OF THE POST
Minimum educational, qualifications and experience that are required to perform the job competently.

  • Matric Certificate
  • Computer skills essential
  • Microsoft Word, Excel, and Outlook
  • Minimum 3 years working experience in the office
  • Knowledge / automation industry ExperienceMinimum 1 year TeamViewer or similar working knowledge
  • Handson experience in Software Minimum 1 year
  • Hardware knowledge with experience
  • Previous callhandling experience

Abilities & Skills

  • Telephone skills
  • Ability to remain calm dealing with clients
  • Professionalism and conflict resolution
  • Ability to listen and communicate well
  • Technical/ Printer Diagnostics skills Being able to work under pressure
  • Time management is required as this position deals with premium clients that are SLA driven
  • Assist with other areas when agents are on leave or not availble

POPI DISCLOSURE
-
SOX is an equal opportunity employer. All positions are advertised in accordance with the company's Employment Equity Policy._

  • Kempton Park, Gauteng, South Africa StaffCentral Consulting Full time

    Job Duties/Responsibilities will include: Providing first line systems support to head office and stores users Liaison with head office and store staff, colleagues and vendors Accurate call logging and routing Ownership of calls followup on calls and feedback to users Ensuring that calls are resolved in accordance with the requirements of the relevant SLA...


  • Kempton Park, Gauteng, South Africa Harcourts SolidRock Full time

    IntroductionJust retired or just starting out or already in sales and want to double your existing sales commissions we would like to hear from you No experienced in real estate is required - we will provide the training and systems. We however require individuals with life experience and that are financially stable and stay in and around Kempton Park.Our...


  • Jet Park, Gauteng, South Africa Atlas Copco Industrial SA (Pty) Ltd Full time

    Holdings Human Resource Manager: Functional area: Human Resources Country: South Africa City: Gauteng, Jet Park Company name: Atlas Copco Industrial SA (Pty)Ltd- Date of posting: Feb 29, 2024Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means...


  • Kempton Park, Gauteng, South Africa Thusa Batho Labour Solutions Full time

    This Support Technician role offers a career-launching opportunity to work with experienced and competent professionals to provide first-line support to internal clients on general IT issues and be a coordinator / facilitator on new and existing client solutions. It involves support and maintenance of key Windows and Linux server environment, and daily...

  • Product Specialist

    2 weeks ago


    Jet Park, Gauteng, South Africa Atlas Copco Industrial SA (Pty) Ltd Full time

    Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.Join us on our journey for a better tomorrow.The RoleIs you day successful if you can keep the machines running...

  • Compliance Manager

    2 weeks ago


    Jet Park, Gauteng, South Africa Atlas Copco Industrial SA (Pty) Ltd Full time

    Compliance Manager: Functional area: Other Country: South Africa City: Gauteng, Jet Park Company name: Atlas Copco Industrial SA (Pty)Ltd- Date of posting: Feb 29, 2024Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest...


  • Jet Park, Gauteng, South Africa Atlas Copco Industrial SA (Pty) Ltd Full time

    Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.Join us on our journey for a better tomorrow.Your roleMissionTo lead the finance/administration team to deliver...


  • Jet Park, Gauteng, South Africa Brambles Group Full time

    CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world's biggest brands trust us to help them transport their goods more...


  • Jet Park, Gauteng, South Africa Atlas Copco Industrial SA (Pty) Ltd Full time

    Calibration Technician: Functional area: Service Country: South Africa City: Gauteng, Jet Park Company name: Atlas Copco Industrial SA (Pty)Ltd- Date of posting: Apr 8, 2024Passionate people create exceptional thingsDid you know that the solutions we develop are a key part of most industries? Electronics, medical research, renewable energy, food production,...


  • Jet Park, Gauteng, South Africa Brambles Group Full time

    CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world's biggest brands trust us to help them transport their goods more...


  • Jet Park, Gauteng, South Africa Job Masters (Pty) Ltd Staff Recruitment Co Full time

    Mining & Construction Machinery Sales Rep - East RandAn international supplier of mining and construction machinery, is seeking an experienced and results-driven Sales Representative to join our team in Jet Park to cover South Africa, the DRC, and surrounding countries.Minimum requirements: Proven experience in mining and construction capital equipment...


  • Jet Park, Gauteng, South Africa Safe Top (PTY) Ltd Full time

    JOB SPECIFICATION - INTERNAL SALES CONSULTANTSafe Top is one of South Africa's largest suppliers of fasteners and hardware products and operates from three distribution centres located in Cape Town, Johannesburg, and Durban. Safe Top has over 4000 products readily available in our warehouses suitable for Bulk Distribution. We are currently recruiting for an...


  • Jet Park, Gauteng, South Africa Atlas Copco Industrial SA (Pty) Ltd Full time

    Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.Join us on our journey for a better tomorrow.Your Role Assisting the Holdings Controller during monthend...


  • Jet Park, Gauteng, South Africa Motus Corporation Full time

    Our Depot, based in Jet Park, has a permanent opportunity available for a Maintenance Administrator. Strong organising and administration skills are necessary for this role, as well as a high respect for the time lines affecting the role and a team player attitude. This position is an ideal opportunity to deepen your understanding of the car rental business...

  • IT Support Manager

    2 weeks ago


    Auckland Park, Gauteng, South Africa Armstrong Appointments Full time

    Auckland Park Posted 3 hours agoThe IT Support Manager will plan, perform, manage, implement and maintain IT and Network infrastructure that is line with the strategic goals of the Institution.Main job functionExperience setting up computer systems and constructing networks, project management, maintenance and asset control in a professional environment is...


  • Kempton Park, Gauteng, South Africa Biocair Full time

    Reporting to the Operations Manager, Africa the primary function of the Africa Operations Supervisor is to To act as the point of contact between the Operational team and the Operations Manager, ensuring the efficient and effective running of the Operations Team with a focus on exceeding customer expectations to drive business growth. The Operations...

  • Payroll Administrator

    2 weeks ago


    Jet Park, Gauteng, South Africa Atlas Copco Industrial SA (Pty) Ltd Full time

    Payroll Administrator: Functional area: Finance Country: South Africa City: Gauteng, Jet Park Company name: Atlas Copco Industrial SA (Pty)Ltd- Date of posting: Apr 29, 2024Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the...

  • Call Centre Agent

    2 weeks ago


    Kempton Park, Gauteng, South Africa AVI Limited Full time

    AVI Field Marketing is a shared services business unit within AVI. Field Marketing focuses on sales and merchandising for the beverages, snacking and cosmetic business units to provide greater focus and to achieve an improved execution at store level. Field Marketing has its very own National Call Centre to support the Field Marketing team.An opportunity has...


  • Kempton Park, Gauteng, South Africa Bluespec Holdings Full time

    General IT support:Setting up new computers in line with company standards.Upgrading of computers.Maintaining computers - cleaning out dust. Making sure users have up to date software. Checking that users are not abusing their IT access.Troubleshooting and fixing on site computers as well as being able to support remote users with IT related...


  • Kempton Park, Gauteng, South Africa DSV Full time

    DSV - Global transport and logisticsLocation: ZAF - Kempton Park, Serengeti Blvd (DSV Park Gauteng)Job Posting Title: Training Specialist, Air & SeaTime Type: Full TimeMain Purpose of The Role:The role is to support and train in planning, delivery and rollout of systems, processes, and changes within DSV Air & Sea. This will include System Upgrade testing...