First Line Support Agent

3 months ago


Jet Park, South Africa SMART OFFICE CONNEXION Full time

**JOB PROFILE**

**Department: Helpdesk**

**JOB PURPOSE**

The First Line Support Agent is the first point of contact in the call resolution process. The nature of the role provides technical support to users through troubleshooting problems.
The main responsibilities of the incumbent is to screen all calls logged and action them accordingly. The incumbent will attempt to remotely resolve as many calls as possible.
Furthermore, the incumbent will advise technicians on those calls that require a technician to do a callout, Therefore, the incumbent plays a vital role in reducing the volume of call queries and providing a timeous and professional service to clients

**DUTIES/TASKS**
- Analyzing all calls logged and prioritizing calls accordingly
- Avoids breach of SLA by monitoring compliance with service agreements when handling calls.
- Engage clients telephonically to gain insight in order to diagnose the printer issue.
- Perform troubleshooting using different diagnostic techniques to try to resolve calls telephonically (where possible)
- Performing First Call Resolution (FCR) troubleshooting to try to effectively resolve calls
- Diagnosing the printer issue at hand remotely
- Takes necessary steps to enable first time fix (where possible)
- Should the call require a technician on site, you will be required to advise the technician with a detailed overview of the issue and advise on the necessary parts required
- Use of BPO system to capture updates on calls logged based on client engagement
- Escalate to the manager any issues that may require intervention
- General admin and ancillary related duties
- To perform any other relevant duties that may be dictated by the changing needs of the service

**ESSENTIAL REQUIREMENTS OF THE POST**

Minimum educational, qualifications and experience that are required to perform the job competently.
- Matric Certificate
- Computer skills essential
- Microsoft Word, Excel, and Outlook
- Minimum 3 years working experience in the office
- Knowledge / automation industry ExperienceMinimum 1 year TeamViewer or similar working knowledge
- Hands-on experience in Software Minimum 1 year
- Hardware knowledge with experience
- Previous call-handling experience

**Abilities & Skills**
- Telephone skills
- Ability to remain calm dealing with clients
- Professionalism and conflict resolution
- Ability to listen and communicate well
- Technical/ Printer Diagnostics skills Being able to work under pressure
- Time management is required as this position deals with premium clients that are SLA driven
- Assist with other areas when agents are on leave or not availble

**POPI DISCLOSURE**
- **SOX is an equal opportunity employer. All positions are advertised in accordance with the company’s Employment Equity Policy.**_



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