Technical Resolution Expert

2 days ago


Johannesburg, Gauteng, South Africa talentCru Full time
Job Description

TalentCru is seeking a highly motivated Technical Resolution Expert to join our Support Services Hub. In this role, you will play a critical part in delivering exceptional support to our clients.

Responsibilities
  1. Monitoring and Assignment: Responsible for monitoring calls logged from Cash Connect on the Cash Connect Wallboard and assigning them to respective field technicians for resolution.
  2. Escalation Management: Effectively manage and address escalations within designated Service Level Agreements (SLAs) while maintaining constant updates in case notes.
  3. Support Services: Provide telephonic support to field technicians with case management and facilitate ad-hoc project requests, including outbound calls and database updates.
Profile

Minimum Requirements:

  1. Matric / Grade 12
  2. Previous experience in support/contact center roles preferred.
  3. Familiarity with contact-center environments.
  4. Knowledge of the payment industry.
  5. Proficient in computer skills, particularly with MS Office suite.

Core Competencies:

  1. Good verbal and written communication skills
  2. Relationship building
  3. Analytical Thinking
  4. Problem Solving and Troubleshooting
  5. Ability to collaborate effectively in a team


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