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Client Centre Team Member

1 month ago

Stellenbosch, South Africa Exceed Hr Full time

**Reference: CM 7085**

**Consultant: Christa Mostert**

**Descriptions**:

- Provide telephonic & written support to the company’s best practise standards.
- Ensure all issues are resolved within respectable turn around time.
- Provide continuous feedback on long outstanding issues.
- Ensure product teams are aware of the issue and working on the issue as per DSL SLA commitments.
- Escalate any events that could potentially damage the support desk/ brand’s reputation.
- Support Wiki Administrator.
- Analyse incoming support issues and identify ways/support lines where issues could have been resolved at an earlier stage, channel through to the identified area.
- Channel technical information to product teams of improvements that could significantly bring down the support requirement on the project/product.
- Assist all users on supported software and computing platforms to the best of his/her ability, in a professional and courteous manner.
- Log User Service Requests on all other helpdesk interactions.
- Respond to requests for technical assistance in person, via phone, electronically.
- Diagnose and resolve technical, hardware and software issues.
- Manage service requests according to SLAs, severity and priority.
- Follow standard help desk procedures.
- Assign/escalate problems to the appropriate resource.
- Track service requests and document resolutions.
- Prepare activity reports.

**Qualifications**:

- Senior Certificate qualification
- At least 1 year’s experience in IT/Support role
- Familiarity with basic tech concepts