First Line Suppport

9 hours ago

Johannesburg, South Africa Jordan HR Full time

prompt, accurate, and courteous replies.
- Logging and tracking the details of customer requests and problems as tickets.
- Identify the types, categories, severity, and urgency of the ticket.
- Provide technical/non-technical phone support to customers.
- Provide remote support and/or remote maintenance customers.
- Control and follow up customer tickets in order to comply with customer''s Service Level Agreement.
- Act as a further escalation point for unresolved or escalated calls.
- Route customer tickets to proper teams to follow up and handle (both internal and external) including

tracking the status of tickets until closure.
- Escalate the ticket to Team Leader when the ticket is going to miss SLA or has a risk to miss SLA.
- Accelerate complex cases to higher-level IT/software development support specialists if unable to

resolve, by providing details about the issue so that it can be resolved effectively
- Provide a report to the customer upon request.
- Maintain and/or update customer information in the Service Desk System.
- Participate and assist in driving the knowledge management process.
- Others as assigned by the Team lead

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