Technical Support Advisor

Concentrix; Cape Town; On-site; ZAR 84,000 - 101,000; Full time

Benefits offered by this job

Medical Benefit

Retirement Fund

Subsidized transport

EAP

Group life cover

Will writing sessions

Stress management sessions

Team building

Inclusive culture

Job summary

Concentrix Cape Town is seeking a Technical Support Advisor to join our on-site team. The role offers a base salary of R8268.75 and opportunities to work with an internationally innovative campaign.

You will handle inquiries across channels, diagnose technical issues, contribute to our knowledge base, and help customers maximize product value while enjoying a collaborative company culture.

Qualifications

• Minimum 12 months technical call centre experience.
• Grade 12 / Matric completed.
• High level of English proficiency (verbal and written).
• Matric Mathematics or Accounting advantageous.
• Clear criminal and credit record.
• Ability to understand, analyze and navigate through learned technical systems.
• Proven experience of delivering exceptional customer care.

Responsibilities

• Provides an Extraordinary Customer Experience by addressing inquiries via multiple channels (phone, email, chat, social media) in a support-centre environment, adhering to shifts and metrics.
• Identifies root causes of software or system issues and uses analysis to resolve low to moderately complex issues.
• Contributes to knowledge base by creating/modifying reusable solutions; promotes knowledge base to customers.
• Assists customers in gaining value from client products and services.
• Identifies opportunities for Sage solutions to benefit the customer's business needs.
• Documents each customer contact in the tracking system; escalates unresolved issues with all pertinent information.

Skills

Technical Call Centre

English Proficiency

Criminal Record Check

Customer Care

Technical Systems

Education

Grade 12 / Matric

Tools

Sage

Job description

Job Title

Technical Support Advisor

Job Description

Join Concentrix Today!

Are you looking for an opportunity to jumpstart your career in the service industry? Now is your time to shine with Concentrix in this exciting opportunity to join our dynamic team as a Technical Support Advisor working on an internationally innovative campaign with a base salary of R8268.75.

You’ll be working on-site at our vibrant Cape Town office, where creativity meets cutting-edge technology. All the while, you’ll become part of a community of like-minded individuals who become friends for life.

This Customer Support Advisor role at Concentrix is a great match if you:

• Minimum 12 months Technical Call Centre experience (Essential)
• Minimum of Grade 12 / Matric passed (Essential)
• High level of English proficiency (both verbal and written)
• Matric Mathematics or Accounting (Advantageous)
• Clear criminal and credit record (Essential)
• Ability to understand, analyze and navigate through learned technical systems
• Proven experience of delivering exceptional customer care

What is in it for you?

In this role, we offer benefits that help you support your unique lifestyle:

• Base Salary of R8268.75
• Medical Benefit - Choice between Medical Aid OR Medical Insurance.
  • Medical aid – Covers only employee OR Medical insurance – Covers employee and 2 dependents
• Retirement Fund
  • 2.5% employer contribution, 2.5% employee contributions
• Subsidized transport
• Fantastic Employee Assistance Programme (EAP)
• Group life cover
• Access to financial well-being sessions, will writing sessions and stress management sessions
• Team building and upskill training opportunities
• Interactive and inclusive company culture

What You Will Do In This Role

• Provides an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-centre environment, adhering to scheduled shifts, procedures, metrics, and departmental goals
• Identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues
• Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base in accordance with established procedures and policies. Actively promotes the knowledge base to our customers. Maintains article quality standards
• Assists customers in gaining the most value from the client products and services
• Identifies additional opportunities for Sage solutions to benefit the customer's business needs
• Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included to appropriate resources
• Works collaboratively and eƯectively within a team of peers. Maintains a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect

Eligibility to work

In accordance with South African law, only applicants who are legally authorized to work in SA will be considered for this position, and the appointment will be made in line with the company’s EE Plan.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.