Support Associate
6 months ago
At Core Group, we’re proud to offer innovative products that meet the needs of our customers. The Core Group is a group of companies that represent the world's leading personal technology products and services in Sub-Saharan Africa. We believe in bringing products and services to people that’ll empower, enable, inspire and grow - achieved through supply chain management, marketing management, channel management, enterprise sales and media relations.
**Purpose of the role**
**Responsibilities**
- Provide support to stakeholders while maintaining all Service Level Agreements (SLAs).
- Respond timeously to all tickets logged.
- Proactively identify and address issues.
- Take responsibility and ownership of all assigned tickets.
- Ensure tickets are correctly classified.
- Ensure ticket priorities are correctly set.
- Action all tickets professionally and in a timely manner until fully resolved.
- Ensure all tickets statuses are updated timeously to avoid breach of SLA.
- Provide escalation support when required.
- Follow up frequently with stakeholders for all tickets placed on hold.
- Work as a team ensuring all tickets is actioned accordingly as per KPA requirements.
- Reduce all aged tickets.
- Asset Management
- Documentation and SOP maintenance.
**Required skills and qualifications**
- The person must have a matriculation certificate.
- Ideally the person must be certified, or working towards, the applicable Apple Certified Support Professional (ACSP) professional deriving from the relevant MacOS Support Essentials training.
- Minimum of 1 year IT experience in a similar role.
- Experience with Apple products and solutions.
- Background in Information Technology.
- Customer service orientated.
- Strong communication skills.
- Problem-solving/troubleshooting skills.
- Ability to multitask.
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