1st Line IT Support Agent

3 weeks ago

Montague Gardens, South Africa DataTech Recruitment Full time

We are looking for a 1st Line IT Support Agent in Cape Town, to provide technical support to customers, answering calls, responding to inquiries, managing complaints, troubleshooting customer service problems (hardware and software support), and providing general services information.

**Responsibilities**
- Supply First-Line support and Hardware support
- Manage and resolve customer complaints.
- Logging and closing calls on the call desk system
- Continuously update calls logged on the call desk system during the call life cycle
- Continuously update calls logged with the customer during the call life cycle
- Identify and escalate issues to supervisors
- Provide product and service information to customers
- Identify, and resolve customer complaints
- Manage large amounts of inbound and outbound calls in a timely manner
- Recognize, document, and alert the management team of trends in customer calls
- Complete call logs and applicable reports

**Requirements**:

- Matric / Equivalent qualification
- Call Centre certification / Qualification
- 1-3 years of experience in a call centre environment
- Previous experience in a technical customer support role
- Own transport and a valid driver’s license are essential
- Knowledge of customer service practices and principles
- Excellent data entry and typing skills
- Strong phone and verbal communication skills along with active listening
- Customer focus and adaptability to different personality types
- Ability to handle stressful situation appropriately and necessary soft skills
- Ability to multi-task, set priorities and manage time effectively
- Excellent computer literacy in MS Word, Excel, Outlook, and PowerPoint and presentation skills
- Service quality orientated
- Customer focused
- Copes effortlessly within a high-stress and pressurized environment

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

**Salary**: R8,000.00 - R10,500.00 per month

Application Question(s):

- Do you have a Call Centre certification / Qualification?

**Education**:

- High School (matric) (required)

**Experience**:

- call centre environment: 1 year (required)

License/Certification:

- Driver's License & own vehicle (required)

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