1st Line Support Agent

2 weeks ago

Constantia Kloof, Gauteng, South Africa The Telecoms Academy Full time

Job Title: 1st Line Support Agent

Department:
Customer Support
-
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.

-
Requirements:_

years' experience with Printers, Telecoms, Internet and Networking.

  • Must be able to work independently and not have to be
micromanaged.

  • Must reside in Johannesburg (Westrand, South or North of JHB no
  • Must have matric certificate and all telecoms and networking
certifications available.

  • 1st Line Support Agent must have strong technical skills, including
proficiency with service management software, scheduling tools, and

customer relationship management (CRM) software. They must also have a

strong understanding of service delivery processes and procedures.

-
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
service desk ticketing system.

  • Communicating with customers regarding the status of their support
requests and incidents.

  • Collaborating with other service desk agents to identify and address
common issues and improve the overall support experience.

  • Provide accurate information and address any concerns or questions
that customers may have.

  • Be able to identify when an issue requires escalation to a higherlevel
support team.

  • Be able to follow established procedures for escalating issues and
provide all necessary information to the next level of support.

  • Be patient, courteous, and empathetic when dealing with customers,
and strive to resolve issues as quickly and efficiently as possible.

  • Keeping uptodate with product knowledge.
  • Identify trends, patterns, and areas for improvement to ensure that the
service desk is providing the best possible service to customers.

  • Responsible for providing excellent customer support to clients,
addressing their needs and concerns promptly and professionally.

  • Responsible for coordinating the delivery of services to customers,
ensuring that services are provided in a timely and efficient manner.

  • Responsible for managing relationships with customers, understanding
their needs and expectations, and ensuring that services are delivered

in accordance with customer requirements.

  • Maintaining accurate service records, including service requests,
incidents, and customer communications.

  • Responsible for coordinating service maintenance activities, including
scheduling, communicating with customers, and ensuring that

maintenance activities are completed on time and with mínimal

Salary:
R15,000.00 per month

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