We are looking for Call or Incident Coordinator to be based full time at our Midrand offices. The Incident and requests from initiation to completion. The Call or Incident Coordinator is responsible for successful coordination of a request until total closure. Adherence to call lifecycle processes and procedures. Ensure the phone times Ensure 98% of all calls are answered within 30 seconds. Update the call at least once a day with business and the customer Ensure the call classification matches the call description Ensure detailed and
Management Team, Merchants Department, Impacted Call Centre Agents.
assessments and assist with managed Security Operations Centre tasks
allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to to and closed.
support. Interaction with clients through meetings, calls, and emails. Handling Tickets and Tasks with the Executing analysis and resolution of Production Support calls. Raising Change Requests (CRs) and writing Functional
ability. Contact Garth on garthze-merge.co.za or call him on 011 463 3633 to discuss this and other opportunities
and networking. You will meet set SLAs based on call categories and classifications. You will be responsible
be expected to create prototypes, develop user-centred software, and advise on technical specifications
practical experience of IT Infrastructure such as Data Centres, Networks, Servers, Storage, Platform, Middleware
background. Availability to conduct 20-30 minute calls throughout the day, based on client needs. Previous Responsibilities: Conduct personalized one-on-one video calls with clients to offer support and guidance. Assist