Helpdesk/Tech Support

1 month ago

Cape Town, South Africa MindMatch Consulting Full time

 

Summary and purpose of the Job:
Do you have a passion for offering excellent customer service, helping our customers with problems to get to the right place for support?

Do you have an interest in technology, and understand the key elements of IT, telephony and connectivity? Well, if this is you, we have the perfect opportunity.
We are looking for enthusiastic individuals to join our dynamic and expanding team. You’ll become part of our new Cape Town based Support Team, working with Service Desk engineers and
consultants, supporting our customers, providing a first-class service, gaining vital knowledge, skills, and experience along the way.


In this role you will be the first point of contact for our customers, so will need to be a clear, confident and professional communicator. You will play a key role in the team meeting the high
levels of service we strive to deliver. This role will give you exposure to our impressive portfolio of IT products and services, helping to drive forward your knowledge and progression.
If you want to further your career with a vibrant and fast-paced organisation, this is the role for you.


Responsibilities:
The extent of your duties will include but are not limited to:
• First point of contact for our customers seeking technical assistance via phone and email.
• Working as a team across a 24/7 environment
• Monitoring CCTV and responding to alerts
• Initial Triage of IT, Telephony and Network issues, escalating to resolver teams as required.
• Validate customers’ requests to ensure that they are entitled to service requested.
• Coordinating with other teams to ensure customers' requirements are escalated accordingly
• Follow defined processes, ensuring that customers are dealt with effectively
• Offer advice and support to customers in a professional manner
• Focus on developing your skills with support of other team members

Experience / skills required:
• Excellent verbal & written command of the English language
• Exceptional customer service skills
• Knowledge of technology / IT terminology.
• Confident communicator via email, telephone and video call
• Desire to learn new products and technologies
• Can-do attitude
• Possess a logical approach to troubleshooting
• Ability to prioritise and handle multiple activities at any given time

Beneficial experience / skills:
• Previous experience of working within a busy customer response environment

The following certifications would be beneficial
• National Senior Certificate (or equivalent)

Conditions and Benefits
• A dynamic and supporting work environment with opportunities for career growth.
• 48 working hours per 8-day period
• Competitive salary and benefits package
• Medical package
• Opportunities for professional development and certifications.
• Friendly and inclusive work culture

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