Job Description

Title Technical Support AgentWe are looking for Technical Support Agent provide Remote support to Customers to limit Service technician's attending calls onsite. Help ST's that are struggling with technical issues at customer sites. Install and configure relevant software over the network and test with user. Solve technical issues over the phone without any remote tools, trouble shooting and knowing the customer environment. Work with other people in the team to cross skill and knowledge transfer amongst yourselves. Provide regular feedback to management regarding escalations. Always need to demonstrate good phone ethics with our customers and ensure issues are resolved timeously. Must always ensure the customer is aware of the status of his/her call. Candidate can work hybrid environment.Key responsibilities:

• Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
• First-time-fix rate and recall rate under the stipulated requirements
• Provide the necessary technical support for our Customers
• Solve technical issues over the phone or access the users PC's remotely
• Asking the correct fault finding questions in order to determine the solution
• Working under pressure however providing the best quality service
• Maintain customer relationship
• Be pro-active on the calls allocated
• Ensure compliance with Quality Management System (QMS) procedures
• Complete administration within time frames as per policies
• Action and close new calls within customer Service Level Agreement and Mean Time to Respond / Mean to Complete
• Technical support, maintenance, trouble shooting on equipment

QUALIFICATIONS, EXPERIENCE, & SKILLS:Educational Qualifications:

• Matric qualification
• A+ N+ Qualification
• Faulting Find techniques

Years of Experience

• 2 years of experience in maintaining equipment in an IT environment
• 2 Years working on desktop equipment

Other requirements

• Good communication (verbal and written) skills and interaction skills
• High level of attention to detail
• Dedication to Customers both internally and externally
• Must be flexible to take on additional tasks
• Problem analysis
• Perseverance
• Self-Development

Education National Certificate Level 4 (N4) / Grade 12Languages English

Altron