Call Center and IT Support

4 weeks ago

East Rand, South Africa Unique Personnel Full time

**Job Number**
- 38494

**Job Type**
- Permanent

**Job Title**
- Call Center and IT support

**Computer Skills**
- MS Word

**Industry**
- Engineering

**City**
- Ekurhuleni (East Rand)

**Province**
- Gauteng

**JOB DESCRIPTION**
- As a Technical Support Specialist, your objective is to deliver world-class services and support to the African Client base for the company. You are responsible for the resolution of incidents when possible, escalation of incidents, hot transfer of incidents, and correct assignments of incidents reported to the service desk. You will rely on instructions and pre-established guidelines to perform the functions of the job and you will work under immediate supervision. You are expected to stay current and proficient on administrative tools, processes and procedures and meet all internal certification standards for skill sets identified within the realm of responsibility. You may also be expected to help others and share your knowledge with other team members.**Key Performance Areas (KPA’s) include**:

- First line of customer support
- Troubleshoot of basic IT problems
- Management of TKT system
- FAQ updates and use
- Follow up on processes
- Preventive software maintenance
- Communication skills to handle clients and suppliers
- Generation of knowledge based solutions
- Training skills
- Incident reporting
- Time flexibility to work shifts

**The incumbent will work closely with several departments and teams including**:

- Engineering
- Commercial
- Clients
- Suppliers

**RESPONSIBILITIES**
- Identify, research, and resolve technical problems
- Utilize an incident management system
- Have knowledge of commonly-used concepts, practices, and procedures within a particular field
- Identify technical and/or website problems and recommend solutions through the use of a Knowledge Base, and Frequently Asked Question
- Required to follow up with customers when scheduled and provide timely, appropriate assistance as needed
- Must track the status of their open tickets and hold to high organization and documentation standards
- Should be aware of escalation procedures and be able to identify when escalation is appropriate
- This position requires reactive problem-solving skills, but the Technical Support Specialist must also be able to proactively search or drive solutions as well as generate Knowledge Base solutions
- Inform customers of upcoming events and product releases, and train customers on product use
- Thoroughly document and manage activity for all Incidents and Service Requests according to company policy
- Must be able to quickly learn and understand product(s)/process(es) and explain it to customers in plain English and Portuguese
- Must also be able to work scheduled shift(s), holidays, and weekends and take on call support via a regular occurring schedule
- Actively participate in meetings related to your areas of responsibility
- Maintain proficiency and certification on existing and emerging technologies and skill-sets through self-study, industry publications, company-provided training and vendor-provided training - Will take direction from the Lead or Manager for tasks not scoped within this document (projects)**REQUIREMENTS**
- 1-3+ year(s) experience in IT-related industry as a help desk or call center
- 2+ years supporting a Windows environment
- Portuguese speaker is preferable
- Strong working knowledge of Desktop and Laptop computers, file directories, printer setup and support
- Active Directory and user administration experience
- Remote Tools experience

**BEHAVIOURAL PROFILE**
- Demonstrates commitment to providing customer-focused quality service
- Excellent service-driven customer-focused skills
- Proven ability to work in both a team environment and independently
- Excellent oral, written and interpersonal communications skills
- Technical aptitude: knowledge of the Internet, Internet Industry, Browsers and E-mail
- PC skills and working knowledge of Windows operating system is also essential
- Detail oriented while being able to multi-task
- Ability to listen to customers and identify their problems/needs**Inherent Requirements**

**REQUIREMENTS**
- 1-3+ year(s) experience in IT-related industry as a help desk or call center
- 2+ years supporting a Windows environment
- Portuguese speaker is preferable

**What Qualification**

**Minimum Qualification**
- Diploma

**Status**
- Pending / Unavailable

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