Support Coordinator

Are you a technically minded administrator who would like to join a strong, vibrant team?

Be rewarded with this great opportunity. The administrator role will provide comprehensive administrative support to potential and existing Switch Telecom clients. The role requires exceptional organisational skills, an aptitude for problem solving and an interest in VoIP. Do not apply if you do not have client care experience, experience working on ticketing and CRM systems.. The ideal candidate will have strong attention to detail and the ability to handle multiple tasks efficiently.

Responsibilities

Responsible for the timely and effective response to all client interaction, requests, and queries.

Logging of all client interactions on the ticketing system.

Providing 1st level technical support to clients and partners via email and telephone.

To provide a complete and informed response on the first contact with all clients and resellers.

Act as a liaison between the clients and the different support teams focusing on resolving complex issues and managing client expectations.

To ensure customer satisfaction by following specific procedures and protocols.

Identify and escalate situations requiring urgent attention beyond 1st line support.

Ensure internal and external communication is carried out in a professional and timely manner.

Managing and handling all client-related queries.

Maintain a healthy relationship with existing customers and build trust with potential customers.

Support requests associated with all Switch Telecom services and products via the ticketing system and telephonically.

Provide support for clients and resellers telephonically and via the ticketing system.

Assist with receiving and dispatching of work requests to staff, vendors or other services providers.

Assist in resolving all support related queries.

Assist with the coordination and scheduling of orders and amendments for existing clients.

Act as an interface with clients, resellers, wholesalers and between departments if and when required.

Act collaboratively to solve problems and resolve spontaneous and unique situations.

Ensure delivery of committed services and overall customer satisfaction.

Demonstrate leadership, responsiveness and creativity in finding solutions.

Ensure appropriate follow-up with customers.

Seek to continuously improve processes, systems and overall client satisfaction.

Maintain an efficient work environment.

Screen telephone calls, handle requests, and enquiries telephonically.

Assist in client retention.

Identify new and efficient ways to manage ticketing queues and workflows.

Assist with the coordination and scheduling of upgrades and cutovers for existing clients.

Installing hosted switchboards, configuring handsets and installing VoIP solutions.

Qualifications

Experience working with Ticketing and CRM systems.

Excellent attention to detail and accuracy in financial record-keeping.

Strong organisational and time management skills.

Proficiency in Email management.

Ability to work independently and as part of a team.

Effective communication and interpersonal skills.

High level of integrity and confidentiality.

Analytical and problem-solving skills.

Ability to handle multiple tasks and meet deadlines.

Proactive and self-motivated.

Job Types: Full-time, Permanent

Pay: Up to R25 000,00 per month

Ability to commute/relocate:

• Bryanston, Gauteng 2196: Reliably commute or planning to relocate before starting work (Required)

Education:

• High School (matric) (Required)

Experience:

• Administration : 6 years (Required)
• Customer Service: 6 years (Required)
• Telephone Etiquette: 6 years (Required)
• Ticketing System: 6 years (Required)

Work Location: In person