Tech Support Customer Service Representative

Callforceoutsourcing; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A call center solutions company in Cape Town is seeking a Tech Support Customer Service Representative to provide exceptional support to customers. The role involves resolving inbound technical service enquiries, ensuring high professionalism, and managing incidents effectively. Candidates should have a Matric qualification and a minimum of one year’s experience in technical support. A typing speed of at least 35 words per minute is required. The position offers a rotational work schedule, providing the opportunity for earnings up to R**** depending on performance.

Qualifications

• Minimum 1 year inbound technical support experience required.
• Typing speed of minimum 35 wpm.

Responsibilities

• Resolve customer queries with high professionalism.
• Effective troubleshooting and configuration of FTTH issues.
• Data capture of customer info and incidents.

Skills

Stress tolerance

Effective time management

Customer Service

Tech Support

Education

Matric

Job description

Creating purposeful careers as we build the future of contact centre solutions

Job Title: Tech Support Customer Service Representative

Deliver an exceptional customer experience by assisting customers in resolving inbound technical service enquiries in a call center environment.

Achieve service levels in compliance with company directives.

Duties and Responsibilities

• Responsible for resolution of customer queries with high professionalism from the moment of escalation in line with given timelines as per SLA.
• Understanding and ownership of customer queries and complete management of the process to resolve issues escalated.
• Assist and resolve incidents according to processes and procedures.
• Resolve FTTH issues through effective troubleshooting and configuration.
• Ensure excellent customer service and effective and efficient problem-solving.
• Preserve and build relationships with customers and other stakeholders on behalf of the business.
• Effectively follow up on calls including other key commitments made to clients.
• Reduce escalated incidents in line with SOPs and policy.
• Provide exceptional support to the rest of the team inclusive of 2nd line up Field Engineers.
• Submit reports including progress reports and analysis of information and statistics.
• Data capture customer info, escalated incidents, and the processing of the ticket data.

Education and Experience

• Matric
• Minimum 1 year inbound technical support experience within a center required.
• Typing speed of minimum 35 wpm.

Key Competencies and Skills

• Stress tolerance
• Effective time management

Salary and Rates Including Allowances, Incentives

Whilst in training/probation you will receive a basic of R**** for 3 months. After 3 months depending on your performance (getting above 67 % FCR) you will then receive a basic of R****. Adherence Incentive – R****. Vodacom incentive breakdown – 65 % FCR = R********% FCR = R*********% FCR = R**** (First Call Resolution). Potential earnings of up to R****.

Days & Times of Work

The operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 - Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) – days a year, including public holidays.

• Communication
• Customer Service
• Tech Support
• Technical Services
• Technical Support
• Business Process Outsourcing (BPO)
• Customer Services
• Information Technology (IT)

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