Job Description

"BCX is an equal opportunity employer and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity."Business unit, Department, ReportingBusiness Unit CPS
Department Customer First Centre
Position reports to Manager: IT Service Desk
Job grade S6Core DescriptionTo provide service activities on complex customer systems to minimise equipment downtime and ensure customer satisfaction. This will include remote technical support, software installation, discontinuance, diagnosis and emergency repairs etc. Act as a mentor to junior staff within the team.Key Deliverables / Primary Functions

• Take ownership of client queries in accordance with service level agreements and log queries onto the system.
• Diagnose and provide first-call resolution on complex technical queries, within the service level agreements.
• Follow up on resolutions of client queries as per service level agreements.
• Ensures that internal and external escalations are resolved within SLA.
• Act as an escalation point for 1st and 2nd level client tickets.
• Liaise within the Division to ensure queries are resolved timeously.
• Provide complex technical support in adherence to quality standards and customer service excellence.
• Provide mentorship to more junior staff to transfer technical skills.
• Contribute to product documentation, customer knowledge base, and best practices guides.
• Continuously improve process and tools for normal, repetitive support tasks.

Core Functional Skills & CapabilitiesTroubleshootingCustomer FocusTime managementRemote Work SupportComputer LiteracyCore Behavioural CompetenciesJob MatchAnalysingAdhering to principles and valuesDelivering Results & Meeting customer expectationsCoping with pressures & setbacksCulture MatchMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National Diploma in Technology or Computer ScienceOR NQF 4: Grade 12Additional Education -Preferred /AdvantageExperience3 years' IT support experience, with hands-on experience with contact centre technologiesORGrade 12 & 5 years' experience with hands-on experience with contact centreCertificationsA+N+MCIPTMCPITIL FoundationSecurity +Professional Memberships in Relevant IndustryLevel of Engagement & Span of ControlSpan of Control : 0Level of Engagement : Interact directly with internal & external clientsSpecial Requirements / Employment ConditionAbility to work staggered hours, shifts, overtime and respond to call-outsWorkplace / Physical RequirementsFull-time Office Based position.Hybrid Remote WorkerBillable"The position is client-based, and the employee will need to be on-site five days a week. The location is Centurion"

Business Connexion