you’ll do:
customer service. The engineer answers incoming calls, tracks all information on the Remedy system along accurately into the Remedy System Manage end to end all calls logged and providing updates to keep customers informed VIP's facing challenges and try and resolve on first call. Gathering information through analytical trouble Identify trends by monitoring and analysing incoming calls, problems and support requests. Use the required forthcoming attractions. Escalation and management of calls to agreed SLA's Avoid requests from breaching target
team. The candidate will be logging all IT related calls and do problem shooting. Therefor needs to be technically
to Grave management of calls . Provide Daily feedback on Call Management and call Quality , to Manager Results : Improvement in First Call Resolution (FCR) to 70% on all calls logged to Service Desk Objective experience in a Team Lead / Supervisor role in a Call Centre Certifications: Official CompTIA A and/or Web hosting and Telephony systems. Experience in call coordination and escalation. Experience with taking
escalation of any issues and calls. Ensure prompt feedback to all calls assigned and do follow ups with function – logging and maintaining all support calls Matric CompTia A Essential CompTia N or IT Diploma
Full documentation and handover to maintenance / call centre and accepting handover from presales for engineer role PABX certifications Avaya IPO, ACCS (call centre) certifications and experience Solid networking configuration and maintenance of VoIP based PABX systems and call centres Working knowledge of different provider
improvement ● Manage national and international calling underlying carriers including cost analysis and irregularities or disputes from carriers, provide call records or other requested data, and work on resolutions updating product catalogues ● Maintaining and updating call charge rates ● Ensuring that prefix lists are maintained assurance tasks such as ensuring that cost effective call routes are utilized and that provisioned services improvement ● Manage national and international calling underlying carriers including cost analysis and
Respond and resolve support calls at customer's sites Responsible for calls via remote connection. Remote
within the team. 99% of calls required to be answered. 95% adherence to Call SLA criteria. 95% attained