Technical Support Agent

2 weeks ago


Cape Town, South Africa PeopleMax Full time

Our client in the gaming industry would like to recruit a Cape Town based Technical Support Agent in their Technical Support Department with previous Technical Contact Centre experience. This position reports to the Gaming Technical Support Manager and will be based in the Century City Area

**RESPONSIBILITIES OF THE POSITION INCLUDE BUT ARE NOT LIMITED TO**:

- Effective management of customer faults and queries (Escalation/notification) via the CRM system to minimise machine downtime
- Effective use of the National Central Electronic Monitoring System (“NCEMS”) when performing tasks and resolving LPM faults
- Demonstrate a high level of customer service at all times through adherence to contact centre SLA’s and key performance indicators “(KPI’s”)
- Ensure that player dispute resolution procedures are followed and performed timeously
- Ensure compliance to internal and external policies, procedures and regulations with all related regulatory authorities.

**QUALIFICATIONS, EXPERIENCE, SKILLS AND KNOWLEDGE REQUIRED**:

- Grade 12
- English, with a second and/or third language would be advantageous
- **Technical troubleshooting experience**
- Call/Contact centre experience
- The ability:
To focus on results, managing work, planning and organising

To express potential through adaptability, initiating action, work standards, innovation and stress tolerance

To communicate verbally and in writing (English) with all levels of management, customers and third-party service providers

To interact effectively through communication, building customer loyalty and trust, managing conflict, negotiation and gaining commitment

To achieve goals by contributing to team successes and follow up

Able to work shifts

**Job Types**: Full-time, Permanent

**Salary**: R12,000.00 - R15,000.00 per month

**Education**:

- High School (matric) (required)

**Experience**:

- 2 years experience in technical troubleshooting (required)

Application Deadline: 2023/04/04



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