Technical Support Agent

2 weeks ago

Cape Town, South Africa Yoyo Full time

Company Description
Yoyo powers some of the world’s leading retail brands, through customer loyalty and rewards software solutions, to offer the world's most rewarding buying experience.

We create a space where passionate, smart, curious and creative people thrive.

Our values are our way of being, and how we show up every day.

This is how we help our clients build their best business and our staff build a career to be proud of. Living these values builds an environment where world-class passionate people create world-class scalable products that delight customers and consumers and drive scalable profit and revenue growth.

**Job Description**:
Yoyo strives to deliver world class customer support at speed and as such requires motivated, detail orientated and driven Technical Support Agents to perform the tasks below:

- Ensure that tickets logged are correctly categorised at the appropriate level to allow detailed data analysis that will be used to identify possible problems.
- Ensure that assigned tickets are attended to and resolved within contracted SLA's and meet the standard set for quality of service.
- Ensure internal and external ticket communication is performed in a professional and timely manner.
- Escalate incidents / issues timely and accurately.
- Ensure that analysis for manual reporting is accurate and done timely.
- Answer telephone calls and log tickets related to calls to the Service Desk.
- Support knowledge sharing / documentation creation within the department.
- Actively engage in knowledge sharing with Yoyo DevOps / Product departments.
- Consistently live out, act, work and exhibit behaviours aligned to and congruent with company values.
**Knowledge, Skills & Aptitudes**:

- Strong understanding of IT systems
- Knowledge of Zendesk or similar ticketing systems
- Strong proficiency in Excel
- Ability to manage competing timelines and priorities
- Excellent writing skills
- Hard work and self-motivated
- Strong problem-solving skills and attention to detail
- Able to work in a fast paced and challenging environment
- Ability to use SQL is an asset, although not essential
- Adaptability, creativity and innovation, initiative, resilience, consideration, strategic, analytical and intuitive

Additional Information**
Company Values**:

- **
Be extremely customer centric**: In everything we do, serve and delight our customers, using data to continuously improve.
- **
Be a passionate team player**: Spiral up, be positive, bring momentum, and energy to those around you, leave ego at the door and be teachable.
- **
Be an owner**: Be accountable and take responsibility. Find solutions, learn from your mistakes and own tasks to completion.
- **
Be world-class at speed**: Delivering world leading solutions that delight our clients and customers.
- **
Be curious and creative**: Constantly innovating, exploring, learning, stretching ourselves, pushing the boundaries and thinking out of the box.

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