Technical Support Specialist

1 month ago


Johannesburg, Gauteng, South Africa Vox Telecommunications Full time

Job Summary:

Vox Telecommunications seeks a highly skilled Technical Support Specialist - Connectivity Services to join our team. This is an exciting opportunity for individuals who are passionate about delivering exceptional customer service and resolving technical issues.

About the Role:

  • Provide first-call resolution to customers by identifying, prioritizing, and resolving incidents or service requests related to connectivity support.
  • Maintain accurate records of all customer interactions, including tickets, calls, complaints, and mail queries.
  • Collaborate with Level 1 Support engineers to ensure seamless handover of customer issues.
  • Contribute to problem resolution by providing in-person, hands-on support to managers and other team members.

Key Responsibilities:

To succeed in this role, you will be responsible for:

  1. Adhering to Vox Telecommunications' policies, procedures, and standards to deliver excellent customer service.
  2. Monitoring and tracking all connectivity support functions to ensure timely resolution of customer issues.
  3. Ensuring consistent performance against internal KPIs targets, aiming for 80% or higher.
  4. Continuously driving down incident levels while improving customer satisfaction through efficient issue resolution.

What We Offer:

Vox Telecommunications offers a competitive salary range of $65,000 - $85,000 per annum, depending on experience and qualifications.

Requirements:

To be considered for this role, you must have:

  • A strong background in technical support, preferably in a telecommunications environment.
  • Excellent communication and interpersonal skills to effectively interact with customers and colleagues.
  • Ability to work in a fast-paced environment and prioritize tasks efficiently.
  • Strong problem-solving skills and attention to detail to resolve complex technical issues.

How to Apply:

We encourage applicants who are passionate about delivering exceptional customer service and resolving technical issues to apply for this exciting opportunity.



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