Support Agent

Boardroom Appointments; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A reputable staffing agency is seeking a Support Agent in Johannesburg. The successful candidate will be the first point of contact for clients and vendors, providing 24/7 customer support. This role requires strong communication skills, a friendly disposition, and the ability to efficiently resolve customer issues. Candidates must have a relevant degree and preferably 1-2 years' experience in technical support. Certifications like A+ and N+ are advantageous. Join a dynamic team in delivering top-notch customer service.

Qualifications

• 1 - 2 years' experience in a technical support role preferred.
• A+ and N+ certifications are advantageous.

Responsibilities

• Receive, log, and diagnose client requests while adhering to service level agreements.
• Provide first call resolutions leveraging standard operating procedures.
• Produce reports for tickets opened by the service desk.

Skills

Communication skills

Problem-solving

Customer support

Education

Bachelors degree/diploma in Computer Science or related field

Tools

MS Office

Job description

As a Support Agent, you'll be the first point of contact for our clients and vendors. You'll provide 24/7 customer support to our clients by taking calls, chat requests, or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.. This role requires a friendly disposition, communication skills and ability to resolve issues quickly and efficiently.

Qualifications

Bachelors degree/diploma in Computer Science, Information Technology or related field required

1 - 2 years' of experience in a technical support role preferred.

A+ (advantageous)

N+ (advantageous)

Requirements

• Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
• Uses MS product and process knowledge along with discretion to respond to tickets.
• Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Build knowledge articles, or flag the need for such content, when relevant articles are not available.
• Provide timely updates to clients, when requested, on any pending requests or tickets.
• Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
• Produce breach and aging reports for tickets opened by the service desk.
• Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.