Job Description

The purpose of the job is to provide a focal point for customers to contact Stowe's support-departments for assistance. The System Technician receives and responds to any inquiries or requests for technical assistance from customers. He/she provides possible solutions, assigning support actions to other departments where needed.

Customer Service (35%)

Professionally respond to and assist with all customer queries

Remain courteous, tactful, honest and professional in all communication with other parties

Regularly update all customers with progress-information and estimated times to completion

Regularly follow-up on outstanding queries with other entities who are involved with specific requests

Adhere to and comply with all commitments made

Remain calm and collected in adverse situations

Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.

Support- or Information-requests (25%)

Process support or information-requests from various sources (phone, email, logging-system integration, etc.) for the purpose of providing solutions to the customer

Telephonically and remotely identify, diagnose and resolve all requests to the best of his / her capability

Retain ownership of support-call and diligently manage to resolution

Escalate to other support-entities (colleagues, other departments, other service providers) where personal resolution is unachievable

Assess the need for onsite-support against the high cost thereof

Monitor time spent on remote request-resolution to ensure resolutions (own or other entity) are achieved within contractual service-level obligations

Verify whether current requests are repeat requests. If necessary apply different solutions and/or escalate to other support-entities to ensure that further repeats are minimised or eliminated

Recognise and alert the team leader of trends in customer calls

Perform research and continued effort towards education for the purpose of improving knowledge- and experience-levels in the products supported by the company

Record Keeping (25%)

Before creating a new support- or information-request record verify that the same request is not captured already.

Create the initial record for & accurately capture any reported support- or information-request in the call-logging software

Ensure that all auxiliary fields in the call-logging software are completed accurately and updated as further information becomes available (e.g. call-source, contact-details, CI-selection, call-categories, severities, etc.)

Accurately capture all information pertaining to resolution-attempts in the journals

Escalate observations where the call-logging software is incorrect or incomplete in order to further improve accuracy of records

Policies and Procedures (5%)

To adhere to Stowe's company policies and procedures code and regulations

You may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.

Competencies (10%)

Attention to detail

Initiatives and Self-motivation

Interpersonal relationships

Professionalism

Good written and verbal Communication skills

Good time-management

Technical skills
You may be required to work overtime outside the scheduled shift- and standby-allocation on management request.

Job Type: Full-time

Pay: R7000,00 - R9000,00 per year

Application Deadline: 2025/04/24