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 Agent to work within. Key Skills/Competencies: Matric and ITIL Foundation Qualifications pertaining to 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
portfolios; · Managing the support Centre, in terms of monitoring inbound calls from participants with regards relationship between Support Centre and administration teams to ensure effective contact centre performance to the products; · Ensure that Support Centre provide quality customer service on every call; · Responding to queries resolution of all FSP queries; Experience: · 2 years call centre industry experience · Experience in a brokerage
portfolios; · Managing the support Centre, in terms of monitoring inbound calls from participants with regards relationship between Support Centre and administration teams to ensure effective contact centre performance to the products; · Ensure that Support Centre provide quality customer service on every call; · Responding to queries resolution of all FSP queries; Experience: · 2 years call centre industry experience · Experience in a brokerage
documentation and handover to maintenance / call centre and accepting handover from presales for new engineer role PABX certifications Avaya IPO, ACCS (call centre) certifications and experience Solid networking and maintenance of VoIP based PABX systems and call centres Working knowledge of different provider links
you’ll do:
Technician.
Qualifications and Experience:
Matric
CompTIA A+
CompTIA N+
Electrical
well spoken and presentable and be able to work without supervision.
completed per SLA Process “first point of contact” calls for UPS and systems issues and/or failures Retrieve after hours call outs (including weekends and public holidays) Scheduled standby and call out shifts Where When required data centres and other sites Essential Qualifications (Have-to-Have) Matric A Certificate N this role control? All Network Assets at Data Centres, Server Rooms and in transport under business insurance completed per SLA Process “first point of contact” calls for UPS and systems issues and/or failures Retrieve
allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to to and closed.
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