Job Description

Customer Technical Support Agent (JB3686)
Waterkloof, Pretoria
R9 to R15 000 CTC
Permanent

A Company that helps their clients directly connect to BankServ by offering comprehensive Debit Order Solutions and then depositing funds that have been collected directly into their clients’ accounts is looking for a Customer Technical Support Agent. You will be responsible for receiving categorising, and investigating IT support requests and give feedback to clients

Minimum Requirements:
IT Degree will be beneficial
2+ years’ experience in IT customer support
Customer-focused
Fluent in Afrikaans and English
Tech savvy and good general IT literacy
Good telephone etiquette and good communication skills
Patience to work daily with a wide variety of non-technical users in technical support
Problem-solving skills (analysing issues, determining root cause, determining sustainable solutions)
Self-motivated and self-disciplined
Ability to work independently and within a team
Strong problem-solving skills and attention to detail
Passion for IT and technical topics
High curiosity and desire to learn
Able to follow written instructions and procedures

Duties and Responsibilities:
Answer all calls & emails from customers in a professional and timely manner
Take comprehensive and detailed messages when the relevant employee is not available
Effectively answer client queries and problem solve where necessary.
The support representative must ensure their full commitment to customer SLA’s and KPI’s
Receive, categorise, and investigate IT support requests
Provide training to clients on the system and contribute to training material
Escalate IT issues to second-line technical support with detailed feedback if the problem cannot be resolved
Learn how to use the business’ primary software platform and all its functionality; support all clients with any software-related technical issues and queries
The support representative must work as part of a team and escalate issues where necessary ensuring the group always maintains ownership of the customer’s query. Problem determination and recording of accurate details on all incoming queries and problems is required
The support representative deals with both technical and non-technical people at all levels within the organisation they support, and use acquired knowledge to assist other members of staff
The support representative continuously strives to improve technical ability
The support representative must ensure that all users are kept fully up to date on the progression of their problem

Please email your full comprehensive CV to resumes@kontak.catsone.com and quote JB3686 in the subject line
For full JD & to apply online https://www.kontak.co.za/vacancies.php
Please do not apply using Scanned CVs, no supporting documentation is required at this point, this will be requested later.

IMPORTANT: We specialize in specific niche fields. Regret that we are unable to provide assistance for any fields outside of this scope. Fields can be viewed on our website.

Kontak Recruitment Disclaimer:
Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
Job specifics: Requirements mirror advertisement, duties may adjust for client needs.
Fair process: Fair assessment, only shortlisted candidates contacted due to volume.
Privacy: Data processed as per Privacy Policy. By applying, you agree to data handling. We safeguard applicant info.
Candidate verification: Candidates selected by the client are verified. False info may disqualify or end employment via the client.
Offer clarity: Advert is not a binding offer. Written offers based on pre-employment conditions.
No direct link: Advert is not tied to Kontak Recruitment. We assist in the employment process ONLY.
Applicant Responsibility: Upon applying, confirmation of receipt for a specific advert is given. If no confirmation is received, you must verify with Kontak Recruitment.

Skills Required