Technical Support Agent

Sun Slots; Gauteng; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading gaming company based in Cape Town is seeking a Technical Support Agent to manage customer faults and queries while providing exceptional service. Candidates should have Grade 12 English, technical troubleshooting experience, and a background in contact centres. This position requires effective communication and a focus on results. Join us as we strive for excellence in customer support and service quality.

Qualifications

• Grade 12 English, with a second and/or third language preferred.
• Experience in technical troubleshooting and contact centres.
• Ability to communicate effectively with management and customers.

Responsibilities

• Manage customer faults and queries through the CRM system.
• Apply technical knowledge of Limited Payout Machines when troubleshooting.
• Ensure compliance with internal and external policies.

Skills

Technical troubleshooting experience

Call / Contact centre experience

Communication skills (English)

Ability to manage work and plan

Customer service orientation

Education

Grade 12 English

Job description

Introduction

Sun Slots Shared Services (RF) (Pty) Ltd would like to recruit a Cape Town based Technical Support Agent in their Technical Support Department with previous Technical Contact Centre experience.

Reports to

This position reports to the Technical Support Manager.

Duties & Responsibilities

• Effective management of customer faults and queries (Escalation / notification) via the CRM system to minimise machine downtime


• Apply technical knowledge of the Limited Payout Machines "(LPM's)" when troubleshooting faults and queries


• Effective use of the National Central Electronic Monitoring System ("NCEMS") when performing tasks and resolving LPM faults


• Demonstrate a high level of customer service at all times through adherence to contact centre SLAs and key performance indicators "(KPI's)"


• Ensure that player dispute resolution procedures are followed and performed timeously


• Ensure compliance to internal and external policies, procedures and regulations with all related regulatory authorities

Desired Experience & Qualification

• Grade 12 English, with a second and / or third language would be advantageous


• Technical troubleshooting experience


• Call / Contact centre experience


• The ability: To focus on results, managing work, planning and organising


• To multi-task, using multiple systems and contact centre applications simultaneously


• To express potential through adaptability, initiating action, work standards, innovation and stress tolerance


• To communicate verbally and in writing (English) with all levels of management, customers and third-party serviceproviders


• To interact effectively through communication, building customer loyalty and trust, managing conflict, negotiation and gaining commitment


• To achieve goals by contributing to team successes and follow up


• To work shifts

Interested?