Technical Support Consultant

15 hours ago

Johannesburg, South Africa Adcorp Holdings Full time

**Synopsis**
Our client is looking for a **Technical Support Consultant. **This role will expose you to a diverse working environment with endless opportunities to grow as an individual and to work for an organization that promotes equality. **This is a contract role (6-month contract) based in Johannesburg.**

The primary purpose of this role is to function as a 1st level Support Consultant in the Support Services Hub within the Technical Services Department resolving technical issues relating to the company’s products/services.
**Qualification and Experience**
- Matric/National Senior Certificate
- 3 to 5 years technical experience in the relevant field
- Linux experience & qualification
- N+/A+ certification
- Experience in a contact-center based environment.
- Linux experience
- Payment industry knowledge
- Computer Literacy - MS Office suite good verbal and written communication skills
- Relationship building
- Analytical Thinking
- Problem Solving and Troubleshooting
- Ability to collaborate effectively in a team.

**Roles and Responsibilities**
- Responsible for supporting all products on the monitoring platforms and maintenance of accurate data on all monitoring platforms.
- Monitor SLA’s and follow up on calls to ensure meeting of SLA’s.
- Assign and close calls correctly after technician’s site visit.
- Configuration of products for specific solutions within SLA’s.
- Assist with sim linking to correct terminals ensuring terminals are active and provisioned.
- Update configurations for estates and distribute updated documents
- Respond to and action requests from business partners
- Manage and respond to escalations within SLA’s.
- CRM call logging and follow through with support processes
- Engagement with 2nd level support when required and follow through until completion.
- Escalation to 3rd parties as required (e.g. mobile networks, integrated solution suppliers and coverage)
- Provide technical and problem-solving training on the business’s products/solutions to internal and external support teams
- Answer customer calls and perform troubleshooting to ensure client site stays functional (diagnose root case, identify solutions and resolve)
- Log calls to field technician where required.
- Achieve call answer log, answer rate targets and solve rations.
- Facilitate ad-hoc project requests - outbound calls and database updates.
- Knowledge and support of all business and partner products and solutions
- Backup to 2nd line Support team in case of resource shortage

Job Reference: TCN01700

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