Technical Officer: Call Desk Agent
2 weeks ago
Responsible for providing technical support to service station dealers IRO the various products and services that we provide.
Understand the various Software and Hardware support requirements for the service station environment
To provide a service that will exceed the expectations of both external and internal customers. To ensure that the agreed standards in respect of length of call wrap up time and log on time and updating of database are maintained.
Key Deliverables / Primary Functions- Act as first response and provide remote support to clients and answer incoming calls
- Act is expert L2 support agent and ensure that we correctly diagnose the incident
- Ability to provide operational product and service support to Service stations
- Technical expert in the various products and services that we support Technical problem resolution
- Understand the operational environment of a service station:
- 24/7 operations
- HSSEQ protocol, Stock control, site systems, Wet stock management
- Interface with the regional field services units to ensure the correct allocation of incident to the correct technician
- Tracking and closing of calls with correct operational and technical feedback
- Identify the customers’ query and divert incoming calls where applicable
- Understand the customer expectations and update the log with detail on the Helpdesk software
- Escalate/record the customers’ query/complaint at 3rd party service provider and ensure all communication have been interfaced with 3rd Party Providers
- Provide the customer with 3rd party reference number if applicable
- Update all calls with relevant detail
- Respond as per SLA in terms of first response and resolving calls
- Ensure that all interactions with the client are professional and positive
- Follow up on all outstanding queries and update logs on a regular basis as per severity
- Taking ownership and responsibility of the call logging process
- Ensure the client is assisted efficiently and effectively on a world class level of customer satisfaction.
- Respond to calls as per CTR contract specifications (within 20 minutes of call being logged)
- Investigates problems and suggests possible solutions.
- Updated all calls with root cause detail
- Give good input and detail diagnostics with every call.
- Taking ownership and responsibility of a log
- Ensures that all interactions with the client are professional and positive
- Follows up on all outstanding queries and update logs on a regular basis as per severity
- Ensure all calls have a meaningful detailed root cause.
- Work overtime when necessary based on severity of calls.
- Regular analysis of calls to establish trends and root causes.
- Follow up and regularly update development calls with root cause and relevant details
- Reports (Daily, Weekly, Monthly) internal and external.
- Monitoring data flow between 3rd Party Software, HO, Store and POS
- Monitoring of services and respond as per SLA.
- Database maintenance, re-indexing, backups and integrity checks.
- Assist with setting goals for team/department and work towards achieving goals
- Technical knowledge of the various products and services related to this portfolio
- WinBranch suite
- FSC suite:
- MiniPOS suite:
- NAMOS suite:
- System integration:
2 years of experience in understanding or working in the Service Station operational environment
Microsoft Administration knowledge and experience
Experienced in understanding the various interlock of the various equipment at Service Stations:
Liquid Fuel dispensers
Forecourt Controllers
Site systems operations
2 years of experience in working with Service Station cashiers, Site managers and site admin controllers in transactional reconciliations
At least x1 year exposure in working with Pump & dispenser contractors, ATG contractors and Site systems service providers
CertificationsRelevant Certification will be an advantageProfessional Memberships in Relevant IndustryLevel of Engagement & Span of ControlInteracts with colleagues across all levels including Senior Management
Special Requirements/ Employment ConditionValid Drivers licenseWorkplace/Physical RequirementsBillableHybrid Remote Worker-
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