Technical Support Consultant

Found in: Talent ZA 2A C2 - 3 weeks ago

Johannesburg, South Africa TalentCru Full time

Our client is looking for a Technical Support Consultant. This role will expose you to a diverse working environment with endless opportunities to grow as an individual and to work for an organization that promotes equality. This is a contract role (6-month contract) based in Johannesburg.

The primary purpose of this role is to function as a 1st level Support Consultant in the Support Services Hub within the Technical Services Department resolving technical issues relating to the company’s products/services.

  • Matric/National Senior Certificate
  • 3 to 5 years technical experience in the relevant field
  • Linux experience qualification
  • N+/A+ certification
  • Experience in a contact-center based environment.
  • Linux experience
  • Payment industry knowledge
  • Computer Literacy – MS Office suite good verbal and written communication skills
  • Relationship building
  • Analytical Thinking
  • Problem Solving and Troubleshooting
  • Ability to collaborate effectively in a team.
  • Responsible for supporting all products on the monitoring platforms and maintenance of accurate data on all monitoring platforms.
  • Monitor SLA’s and follow up on calls to ensure meeting of SLA’s.
  • Assign and close calls correctly after technician’s site visit.
  • Configuration of products for specific solutions within SLA’s.
  • Assist with sim linking to correct terminals ensuring terminals are active and provisioned.
  • Update configurations for estates and distribute updated documents
  • Respond to and action requests from business partners
  • Manage and respond to escalations within SLA’s.
  • CRM call logging and follow through with support processes
  • Engagement with 2nd level support when required and follow through until completion.
  • Escalation to 3rd parties as required (e.g. mobile networks, integrated solution suppliers and coverage)
  • Provide technical and problem-solving training on the business’s products/solutions to internal and external support teams
  • Answer customer calls and perform troubleshooting to ensure client site stays functional (diagnose root case, identify solutions and resolve)
  • Log calls to field technician where required.
  • Achieve call answer log, answer rate targets and solve rations.
  • Facilitate ad-hoc project requests – outbound calls and database updates.
  • Knowledge and support of all business and partner products and solutions
  • Backup to 2nd line Support team in case of resource shortage

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