Systems Technician

2 days ago

Parow, South Africa Stowe Holdings (Pty) Ltd. Full time

The purpose of the job is to provide a focal point for customers to contact Stowe’s support-departments for assistance. The System Technician receives and responds to any inquiries or requests for technical assistance from customers. He/she provides possible solutions, assigning support actions to other departments where needed.

**Customer Service (35%)**
- Professionally respond to and assist with all customer queries
- Remain courteous, tactful, honest and professional in all communication with other parties
- Regularly update all customers with progress-information and estimated times to completion
- Regularly follow-up on outstanding queries with other entities who are involved with specific requests
- Adhere to and comply with all commitments made
- Remain calm and collected in adverse situations
- Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.

**Support
- or Information-requests (25%)**
- Telephonically and remotely identify, diagnose and resolve all requests to the best of his / her capability
- Retain ownership of support-call and diligently manage to resolution
- Escalate to other support-entities (colleagues, other departments, other service providers) where personal resolution is unachievable
- Assess the need for onsite-support against the high cost thereof
- Monitor time spent on remote request-resolution to ensure resolutions (own or other entity) are achieved within contractual service-level obligations
- Recognise and alert the team leader of trends in customer calls
- Perform research and continued effort towards education for the purpose of improving knowledge
- and experience-levels in the products supported by the company

**Record Keeping (25%)**
- Before creating a new support
- or information-request record verify that the same request is not captured already.
- Create the initial record for & accurately capture any reported support
- or information-request in the call-logging software
- Ensure that all auxiliary fields in the call-logging software are completed accurately and updated as further information becomes available (e.g. call-source, contact-details, CI-selection, call-categories, severities, etc.)
- Accurately capture all information pertaining to resolution-attempts in the journals
- Escalate observations where the call-logging software is incorrect or incomplete in order to further improve accuracy of records

**Policies and Procedures (5%)**
- To adhere to Stowe’s company policies and procedures code and regulations
- You may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.

**Competencies (10%)**
- Attention to detail
- Initiatives and Self-motivation
- Interpersonal relationships
- Professionalism
- Good written and verbal Communication skills
- Good time-management
- Technical skills

You may be required to work overtime outside the scheduled shift
- and standby-allocation on management request.

Pay: R7 500,00 - R9 000,00 per year

Application Deadline: 2024/11/13

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