Technical Support Agent

8 months ago

Cape Town, South Africa Yoyo Group Full time

**Company Description**
Yoyo powers some of the world’s leading retail and corporate brands, through customer loyalty and rewards software solutions, to offer the world's most rewarding buying experience.

We've created a space where passionate, smart, curious and creative people thrive.

Our values are our way of being and how we show up every day.

This is how we help our clients build their best business and our staff build a career to be proud of. Living these values builds an environment where world-class passionate people create world-class scalable products that delight customers and consumers, and drive scalable profit and revenue growth.

Are you a tech whiz with a passion for solving problems? At Yoyo, we strive to deliver world class customer support at speed, and we’re on the hunt for a motivated Technical Support Agent to join our collaborative team.

**Role and Responsibilities**:

- Diagnose and troubleshoot problems on our platform.
- Ensure that tickets logged are correctly categorised at the appropriate level, allowing detailed data analysis that will be used to identify possible problems.
- Ensure that assigned tickets are attended to and resolved within contracted SLA's and meet the standard set for quality of service.
- Ensure internal and external ticket communication is performed in a professional and timely manner.
- Escalate complex issues to the appropriate teams.
- Ensure that analysis for manual reporting is accurate and timely.
- Answer calls and log tickets related to calls to the Service Desk.
- Support knowledge sharing and document solutions that contribute to our knowledge base.
- Remain up-to-date on the latest product features and functionalities.
- Be a patient and empathetic advocate for our customers, ensuring their satisfaction.
- Consistently live out, act, work and exhibit behaviours aligned to and congruent with company values.

**Qualifications**
- Strong understanding of technical concepts and troubleshooting methodologies.
- Excellent communication and interpersonal skills, both written and verbal.
- Knowledge of Zendesk or similar ticketing systems.
- Strong proficiency in Excel.
- Ability to manage competing timelines and priorities.
- Hard working and self-motivated.
- Customer-centric mindset with a passion for problem-solving.
- Ability to work independently and as part of a team.
- Able to work in a continuously changing and challenging environment.
- Ability to use SQL is an asset, although not essential.
- Adaptability, creativity and innovation, has initiative, resilience, consideration, strategic, analytical and intuitive.

**Additional Information** Our Yoyo Values**
- ** Be extremely customer centric**: In everything we do, serve and delight our customers, using data to continuously improve.
- ** Be a passionate team player**: Spiral up, be positive, bring momentum, and energy to those around you, leave ego at the door and be teachable.
- ** Be an owner**: Be accountable and take responsibility. Find solutions, learn from your mistakes and own tasks to completion.
- ** Be world-class at speed**: Delivering world leading solutions that delight our clients and customers.
- ** Be curious and creative**: Constantly innovating, exploring, learning, stretching ourselves, pushing the boundaries and thinking out of the box.

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