IT Support Dispatcher

1 week ago

Umhlanga, South Africa Practice Protect Pty Ltd Full time

**This is an office based role in Umhlanga Rocks on US Shift (4pm to 1am South African Time). Please read the company and job description below as this will be asked during phone screen process if you get shortlisted.**

Successful Customer Service Representative is a customer advocate who understands client requests and empathises with a client’s situation, particularly for support-related requests. The CSR uses a combination of process tools and his/her own logic to assess urgency and the nature of incoming requests in order to accurately dispatch tickets.

**Key Responsibilities**

**Customer Service**:

- Responsible forincoming calls to the company and relaying the information to relevant team members
- Making outbound calls to clients as needed
- Provide a point of contact for clients
- Improve customer service, perception, and satisfaction
- Build strong rapport with client contacts
- Take responsibility for customer concerns
- Find and resolve inbound customer queries
- Relaying information to/from customers on work in progress

**Dispatch**:

- Enter any request for service work into Connectwise as outlined in process documentation
- Monitor Service Boards for new tickets
- Contacting customers to advise of incident and task progress
- Contacting clients to request clarification or additional information as requested

**About the Company**:
Practice Protect is the #1 accounting-specific cyber security platform that makes it quick & easy to secure and control sensitive client data, wherever your people work.

**We're different from other companies in the following ways**:

- We’re not a Call Center. You’re more than just a number.
- Our SA team are equal with onshore team. We’re not an ‘outsourced team’ that is managed remotely.
- You report directly to the company and not the Call Center itself.
- You'll be included in the company strategy and get international business experience.
- We’re a small team and have a more tight knit culture

**Why Join Us?**
- Generous Salary, Benefits
- Regular team events and social culture
- Fast career and salary advancement
- Opportunity for fast promotion
- Growing company

**This is an office based role in Umhlanga Rocks on US Shift (4pm to 1am South African Time)**

**Job Types**: Full-time, Permanent

**Salary**: R16,000.00 - R25,000.00 per month

Ability to commute/relocate:

- Umhlanga, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (required)

Shift availability:

- Night Shift (required)

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