Technical Support Specialist

2 days ago

Cape Town, Western Cape, South Africa CallForce Full time

Job Title: Tech Support Customer Service Representative

Job Summary:

We are seeking a highly skilled and customer-focused Tech Support Customer Service Representative to join our team at CallForce. As a key member of our support team, you will be responsible for delivering exceptional customer experiences by resolving technical service enquiries in a call center environment.

Key Responsibilities:

  • Resolve customer queries with high professionalism and efficiency, ensuring timely resolution in line with service level agreements (SLAs).
  • Manage customer queries and incidents, taking ownership of the process to resolve issues escalated.
  • Assist and resolve technical issues according to established processes and procedures.
  • Effectively troubleshoot and configure FTTH issues to ensure prompt resolution.
  • Provide excellent customer service and efficient problem-solving, preserving and building relationships with customers and stakeholders.
  • Follow up on calls and key commitments made to clients, ensuring effective communication and issue resolution.
  • Reduce escalated incidents by adhering to SOPs and policy, promoting a culture of excellence.
  • Support the team, including 2nd line up Field Engineers, by providing technical assistance and guidance.
  • Submit reports, including progress reports and analysis of information and statistics, to inform business decisions.
  • Capture customer information, escalated incidents, and process ticket data accurately and efficiently.

Requirements:

  • Matric qualification
  • English language proficiency
  • Minimum 1 year inbound technical support experience within a call center required
  • Typing speed of minimum 35 wpm

Competencies and Skills:

  • Excellent communication skills
  • Tech support expertise
  • Persuasiveness
  • Tenacious
  • Negotiation skills
  • Stress tolerance
  • Effective time management

Salary and Benefits:

  • Basic salary of R6020 for 3 months during training/probation
  • Basic salary of R7000 after 3 months, subject to performance (67% FCR)
  • Adherence Incentive – R1000
  • Vodacom incentive breakdown – 65% FCR = R500 / 69% FCR = R1000 / 72% FCR = R2000 (First Call Resolution)
  • Potential earnings of up to R9000

Work Schedule:

The operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 - Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) – 365 days a year, including public holidays.

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