Technical Line Support Specialist

7 days ago


Cape Town, Western Cape, South Africa Architectural Services Full time

Job Overview

We are seeking a highly skilled and experienced Technical Line Support Specialist to join our team at Architectural Services. As a Technical Line Support Specialist, you will be responsible for providing exceptional customer service to internal and external customers via phone, email, and face-to-face interactions.

About the Role

This is an exciting opportunity to work in a dynamic contact centre environment where you will have the chance to make a real difference in the lives of our customers. You will be the primary point of contact for technical issues related to our alarm systems and will be responsible for troubleshooting, resolving, and escalating complex technical problems as needed.

Responsibilities

  • Provide superior customer service to internal and external customers via phone, email, and face-to-face interactions.
  • Troubleshoot and resolve technical issues related to our alarm systems.
  • Escalate complex technical problems to senior technical staff or other departments as required.
  • Manage daily log reports for complaints received and ensure timely resolution.
  • Analyze various parts of a problem properly and develop logical solutions.
  • Book service calls and handle all technical scheduling issues or challenges received via customer complaint.
  • Handle all CCTV queries and complaints.
  • Inbound and Outbound Webmail/Webchat communication.
  • Assist with call overflow from Level 1 Agents.
  • Perform telephonic guidance and advice when clearing error messages, finding faults & problems on the security system.

Requirements

  • A minimum of 2 years customer service experience.
  • At least 1 to 2 years' experience within a contact centre, of which technical experience would be necessary.
  • Continuous Improvement experience beneficial.


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