Technical Support Specialist
1 day ago
We are seeking a highly skilled and experienced Technical Support Specialist to join our team at BCXP. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities- Accurately and efficiently log, update, and close incidents, ensuring all necessary information is provided, including estimated times of arrival (ETA) for logged incidents.
- Manage assigned areas, ensuring incidents are resolved within the agreed Service Level Agreement (SLA) with the customer, which is between 10-15%.
- Follow up on incidents logged daily, keeping a record of queries and incidents closed daily, and generating a report of such.
- Resolve between 700 to 900 calls daily with the correct closing details selected.
- Update cause and warranty information, ensuring to inform the technician if the site is under warranty.
- Recognize, document, and alert the Call Centre Supervisor of trends in customer calls.
- Ensure issues/severities are escalated to the relevant managers, and follow up on escalations through the day, reporting feedback.
- NQF 4: Grade 12 National Diploma
- Minimum 2 years' experience within a Call Centre type environment
- Additional education in a relevant field
Ability to work extended/long hours as and when required
Physical RequirementsFull-time Client Based Position
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