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Technical Product Support Associate

2 months ago

Johannesburg, South Africa Adzuna ZA B C2 Full time
Summary:
Associate is responsible for Product Support to customers within the call centre and support desk environment. Associates are required to utilize the call centre management system and log phone calls. Associates are required to facilitate email support derived both internally and externally of the organization. Product Support Associates must maintain the highest standards of product knowledge as well as proficiency in written and verbal communications with customers. Customer etiquette, diligence and responsibility to take ownership of support enquiries is of the highest importance to the organization.

Education:
  • High School Diploma

Skills/Experience required:
  • Call Centre experience is essential
  • Experience with Electronic products like Android and Apple
  • Must be detail-oriented and have the ability to work proactively and effectively with minimal supervision
  • Computer literate general operational knowledge of computers
  • Demonstrated strong and effective verbal, written, and interpersonal communication skills
  • Must be team-oriented, possess a positive attitude and work well with others
  • Must show demonstrated dedication to providing quality customer service internally and externally
Duties

Customer Support Call Centre SLA requirements:
  • Ensure compliance is maintained within the call management system
  • Offer email support to all GSA Business Partners and end users
  • Associates are required to achieve a maximum of 30 seconds call holding time
  • Associates are required to maintain call retention of less than 10% call abandonment
  • Rate
  • Associates are required to manage the call duration to within an average of 3:30 minutes
  • without degrading customer sentiment. Call rotation is critical to maintaining call retention
  • Diligently manage call logs with attention to accuracy and relevance to information to
  • support reporting efforts
  • Report to administrators on escalations and manage customer expectations timeously
Customer Support email SLA requirements:
  • Offer email support both internally and externally of the organization
  • Offer email support to all GSA Business Partners and end users, including international
  • Business Partners and customers
  • Strong focus to customer service and communication skills within email communication
  • All emails received before 15:00pm are to be responded to before COB (Close of Business)
  • Same day turn around on email enquiries

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