Technical Support Agent

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

Job summary

A leading customer service provider in Cape Town is seeking an extraordinary customer service representative. The role focuses on delivering exceptional customer care through various channels and requires proficiency in English, advanced computer skills, and the ability to work shifts between 3pm to 3am. Candidates must have a Matric certificate and demonstrable problem-solving abilities. Join a vibrant organization dedicated to making a difference for its clients.

Benefits

Transport provided

Campaign allowance

Qualifications

• Clear criminal and credit record.
• Proven experience in delivering exceptional customer care.
• Advanced computer literacy and typing skills.

Responsibilities

• Provide an extraordinary customer experience.
• Identify root causes of technical issues.
• Assist customers with Sage products and services.
• Document customer interactions clearly and concisely.
• Work effectively in a team.
• Stay current with technical and business knowledge.

Skills

Customer care

Problem-solving

Business writing skills

English proficiency

Time management

Education

Matric

Matric Mathematics or Accounting

Tools

Knowledge base software

Contact tracking systems

Job description

Overview

Why work for our client?

They are a global community of passionate, fun-loving people who thrive on making a difference on behalf of the world's most exciting brands. They thrive on making a difference in the lives of people and businesses. They bring passionate, fun-loving people together and give them the freedom and tools they need to look after their clients’ customers as if they were their own. Every employee brings humanity and empathy to their work. For their clients, that makes a tangible and valuable difference to the brands and their businesses. Their environment is a great place to grow.

Package

R7768.25 plus a R500 campaign allowance

Transport is provided.

About the 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 according to established procedures and policies. Actively promotes the knowledge base to our customers. Maintains article quality standards
• Assists customers in gaining the most value from their Sage 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 effectively 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
• Prioritizes work balancing importance from the customer perspective and operational efficiency. Follows through on commitments, communicates status of work, and identifies and requests assistance with barriers that may interfere with progress. Adjusts workload when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization.
• Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures

Essential Requirements

• Matric
• Matric Mathematics or Accounting
• Clear criminal and credit record
• High level of English proficiency (both verbal and written)
• Business writing skills
• Strong listening, problem-solving, probing and time management skills
• Computer literacy – ability to speedily navigate multiple systems effectively
• Has the ability to apply technical knowledge
• Advanced computer literacy, typing skills and ability to navigate multiple screens (Essential)
• Ability to understand, analyze and navigate through learned technical systems
• Proven experience of delivering exceptional customer care
• Results orientated with solution driven mentality
• Positive attitude and motivated mindset
• Quality of interaction
• Availability work shifts between 3pm to 3am (Essential)

Experience

• Minimum 6 months Technical Call Centre experience (Essential)
• Minimum 6 months experience working in a financial services environment

(Advantageous)