Support Agent - Umhlanga Rocks
SUPPORT AGENT VACANCY: We are a dynamic and passionate team of individuals specialising in Digital Solutions since 2008; and we need someone equally energised to join our team. The successful candidate will be based at our Umhlanga head office, working Monday - Friday 08h00 - 16h30. SUPPORT AGENT ROLE: Our customers deserve service excellence and that is each Support Agent's primary goal - providing excellent service to our clients. Support Agents are assigned a Network or Multiple Networks based on network size and complexity. They are individually responsible andaccountable for the overall support management of their network/s. Support Agent Responsibilities includes: Using and maintaining various Software CMS programs Calling stores to remotely troubleshoot Communicating with on-site technicians to troubleshoot. Adhering to the network budget for on-site technicians. Support Agents will be required to provide feedback on amounts spent per month on technicians. Support Agents will be required to provide feedback on stores with repeated calls and call-outs. Support Agents will be required to provide feedback and suggestions regarding "problem" stores. Support Agents will be required to keep network/s details up to date on the various software CMS programs, Asana, Freshdesk and Vodacom Spend Manager. Key Performance Indicators will be based on the Freshdesk ticketing system SLA and the maintenance of network details. The Company's SLA is currently in line with the Freshdesk ticketing system SLA. APPLICANT REQUIREMENTS: A Matriculant senior certificate (mandatory) Min. 2 years of work experience Computer literate (mandatory) Excellent telephone skills Well-spoken and well-written Systematic way of workingHigh level of efficiency Work well under pressure Capable of handling tasks without micro-management Ability to speak Zulu or Afrikaans is advantageous Call centre experience advantageous Experience with Freshdesk, Asana software is advantageous Email CV to: Hellobbmdigital.co.zaWebsite: www.bbmdigital.co.za
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