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Product Support Associate

2 months ago

Sandton, South Africa Stonebridge HR Solutions Full time
We are looking for Product Support Associate for a very well known technology company based in the Rosebank area to give product support to customers within the call center and support desk environment.

Requirements:
  • Grade 12 
  • Tertiary qualification will be beneficial but not essential
  • 3+ years technical support experience within a call center environment. 
  • Maintain high standards of work attendance and time management, work accurately under pressure
  • Must be detail-oriented and have the ability to work proactively and effectively with minimal supervision
  • Computer literate general operational knowledge of computers
  • Demonstrated strong and effective verbal, written, and interpersonal communication skills
  • Must be team-oriented, possess a positive attitude and work well with others
  • Must show demonstrated dedication to providing quality customer service internally and externally
Job Purpose: 
Associate is responsible for Product Support to customers within the call centre and support desk environment. Associates are required to utilize the call centre management system and log phone calls. Associates are required to facilitate email support derived both internally and externally of the organization. Product Support Associates must maintain the highest standards of product knowledge as well as proficiency in written and verbal communications with customers. Customer etiquette, diligence and responsibility to take ownership of support enquiries is of the highest importance to the organization.

Responsibilities:

 Customer Support Call Centre SLA requirements:
  • Ensure compliance is maintained within the call management system
  • Offer email support to all GSA Business Partners and end users
  • Associates are required to achieve a maximum of 30 seconds’ call holding time
  • Associates are required to maintain call retention of less than 10% call abandonment Rate
  • Associates are required to manage the call duration to within an average of 3:30 minutes without degrading customer sentiment. Call rotation is critical to maintaining call retention
  • Diligently manage call logs with attention to accuracy and relevance to information to support reporting efforts
  • Report to administrators on escalations and manage customer expectations timeously
Customer Support email SLA requirements:
  • Offer email support both internally and externally of the organization
  • Offer email support to all GSA Business Partners and end users, including international Business Partners and customers
  • Strong focus to customer service and communication skills within email communication
  • All emails received before 15:00pm are to be responded to before COB (Close of Business) Same day turn around on email enquiries
Reworks requirements:
  • Complete and report rework requirements against inventory
  • Ensure reworks are done with the highest standards and attention to detail to match resale requirements thereafter
Department Specific Responsibilities
  • Offer support and assistance with enquiries around deliveries and collections
  • Utilize GSA 3PL service provider’s portal to manage and book return product collections for service
  • Utilize the Business Service Call system to access Job Card and technical repair details
  • Offer support guidance to Business Partners and end users in accordance with the CPA
  • Stand in for other positions in the department when necessary
  • It is specifically recorded and agreed that it may be necessary to assign additional duties over and above those envisaged in this job description or to re-assign those duties from time to time
  • Process any reasonable Ad Hoc queries required from time to time
  • Maintenance and adherence to company systems, policies and procedures
  • Accept and complete duties as assigned accurately and diligently
Please note only shortlisted candidates will be contacted. If you have not heard from us in 2 weeks, please consider your application unsuccessful.