Customer Support Specialist

1 month ago


Sandton, South Africa IOCO Full time

iOCO Infrastructure Services: Where Innovation Meets Excellence

We're seeking a highly skilled Technical Support Agent to join our IT support team. As a key member of our team, your primary duties will include responding to user inquiries, troubleshooting technical issues, and resolving problems related to hardware, software, and network systems.

Key Responsibilities:

  • Efficiently and effectively log and allocate incoming calls, ensuring all calls are attended to and closed.
  • Ensure all calls are logged within our ITSM tool as per operational processes.
  • Assist the team with workload as needed and maintain general administration tasks.
  • Provide exceptional customer liaison, maintaining a highly professional interaction with users at all times.
  • Follow escalation procedures as required.
  • Adhere to client-specific Operational Manuals.
  • Take ownership of career development, agreeing on technical and functional skills.

Requirements:

  • 2-3 years' experience in an IT service desk environment.
  • 2-3 years' customer service experience.
  • 1-2 years' experience in first-call resolution.
  • Telephone etiquette skills.

Qualifications:

  • Grade 12.
  • A+, N+ certifications.
  • ITIL4 certification.

About iOCO Infrastructure Services:

We're a community of skilled professionals dedicated to providing outstanding client experiences through innovative IT infrastructure solutions. Our clients are at the heart of everything we do, and their satisfaction drives our success. We're looking for talented individuals who share our vision and are passionate about delivering exceptional service.



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