Customer Care Engineer - South Africa
intelligentplacement
An exciting career opportunity exists in Somerset West, Cape Town for a Customer Care Engineer within the IT industry. Primary Purpose of the Job: The primary purpose of the Customer Care Engineer is to provide onsite/remote service and support for our customers. This relates to all hardware components that make up the Solutions of the company. The Customer care engineer is also responsible to monitor issues and communicate and update clients via communication platforms regarding issues in order to ensure they have the best possible service experience from the company. Their focus and priority are first time resolution of all problems with a 24 hour turn around on all cases logged. Key Performance Areas: General Operational Duties Communication and Monitoring Client Issue Resolution Additional Duties: Improve customer service, perception, and satisfaction. Ability to work in a team and communicate effectively. Escalate service issues that cannot be completed within agreed SLA turnaround timeframe. Maintain specific knowledge of the customer and how IT relates to their business strategy and goals. Document how to guides after resolution of unidentified problems. Responsible for entering time and expenses in Zoho as they occur. Work through a daily schedule in Zoho that has been established through the dispatch process. Understand processes in Zoho by completing assigned training materials and blueprints on the Zoho University. Enter all work as service tickets in Zoho. Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry. Responsible for remote and onsite support E.g. but not limited to, Setup of Workstations, basic troubleshooting, Network, Connectivity, Office 365, Data transfer, Backup format and reload of workstations, CCTV, PABX and general upkeep of Client sites. Ensure company standard is always applied and maintained. Work with Sales and Solutions departments to help identify and develop new solutions. Advising customers on how best to use solutions provided. Support Solutions and Sales team with solution selling into prospective account base Create and deliver powerful presentations and demos that clearly communicate the uniqueness of the value proposition Effectively identify client needs for future product enhancements (if not offered by existing solutions) Education and Skills: Matric and relevant degree or certification in information technology Relevant university degree in Information Technology will be advantageous Professional IT certifications such as A, N, NSE 1,2,3 & 4, Zoho, Connectwise Automate, PABX (Yeastar), Mimecast and MCSE Interpersonal skills: such as telephone skills, communication skills, active listening and customer-care. Diagnosis skills of technical issues. Ability to multi-task and adapt to changes quickly. Self-motivated with the ability to work in a fast-moving environment. Proven work experience in solutions implementation Ability to creatively explain and present complex concepts in an easy to understand manner Solid technical background with understanding and/or hands-on experience in technologies offered as part of solutions designed by the company. Excellent presentation and creativity skills “Empathy” – understand client frustrations and immediate requirements. Ability to work in a high-pressure environment Minimum Experience: 2-3 years’ services desk / customer care experience working in an IT infrastructure and hardware environment. Package: Market related Vacancy Reference no: CPT002990 Closing Date: 27 April 2020 To apply for the above-mentioned position, please apply on our Website www.intelligentplacement.co.za/vacancies also add your profile picture to your CV. If you don’t hear from us within 3 weeks of your application, please consider your application unsuccessful.
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