First Line Analyst

6 months ago

Cape Town, South Africa Computacenter Full time

Location: [[Cape Town]] | Job-ID: [[207014]] | Contract type: [[Permanent]] | Business Unit: [[GSD]]

Life on the team

Computacenter is a well-established multi-service provider, with a mission to cultivate greatness for both our team members and customers by delivering operational excellence and groundbreaking solutions, which starts with delivering exceptional customer service at the Service Desk.

We pride ourselves in bringing together our culture of diversity and skills and continuously strive to make Computacenter South Africa a great place to work.

Diversity and equity matter to us and we encourage a culture of Winning Together, through different programs and benefit schemes that is designed to enhance the employment experience, physically as well as mentally, for all employees.

We believe that as a responsible corporate citizen, we have a duty and a need to partner with various charities and NGO’s that can make a difference in the communities we operate in.

At Computacenter South Africa we offer development programs that promote internal growth locally as well as global career opportunities.

What you’ll do

First line response and resolutions. Customer interaction, triage and information gathering. Utilise cutting- edge analytics platforms to pro-actively and reactively resolve end user technical issues. As a successful Customer Experience Associate, you will proactively answer customer inquiries through our multiple channels including phone calls, self-service channels, and live chats. Maintain a positive attitude and focus on customer satisfaction, as your primary duty. Utilise your active listening skills and proficient writing skills to take control and promptly resolve end user customer issues, and to ensure maximum client satisfaction. Apply your ability to follow processes and knowledge best practises to deliver the best service outcomes for every end-user engagement. Work collaboratively cross functionally to identify and drive improved efficiencies and solutions.

What you’ll need

Grade 12 or equivalent NQF level 4 information technology diploma. Good working knowledge of Microsoft Office 365 applications. Availability to work across a 24 x 7 shift pattern. A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations. Good degree of eloquence - high verbal and written skills in English are an essentail skill to converse with our Global user community. Dynamic with a good understanding of empathy. Able to operate as part of a high performing team. Drive and energy to contribute to a fast paced, ever-changing environment. Have an analytical, logical and inquisitorial approach when dealing with customer queries or matters. Demonstrate clear purpose, enthusiasm, and commitment to a speedy and successful resolution. High attention to detail and ability to follow and implement best practice processes. Situational awareness and ability to use varying styles of communication to suit the occasion and the audience. Innovative and growth mindset. Self-motivated with the ability to work unsupervised. Must be punctual and deadline driven. When working from home, a stable and highspeed connectivity in a reliable fibre area and LTE connection is essential to run the service (video is required).

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