JOB SEEKERS
EMPLOYERS
JOBS QUICK-SEARCH
.net
.net developer
a+
abap
account manager
accountant
admin
administrator
analyst
architect
bookkeeper
business analyst
business intelligence
c#
call centre
ccna
cisco
cloud
cobol
consultant
delphi
desktop
desktop support
developer
engineer
finance
graduate
graduates
helpdesk
internship
it manager
it support
it technician
java
java developer
junior developer
legal
linux
manager
marketing
mcse
network
network administrator
oracle
personal assistant
php
php developer
programmer
project
project administrator
project manager
receptionist
sales
sap
secretary
security
sql
support
technical support
technician
test analyst
tester
web developer
NEWSLETTER
FOLLOW US
Technical Support Agent
Job Ref
277865
Job Type
Permanent
Employer Type
Company
Date Added
13 Jul 2018
Expiry Date 10 Aug 2018
Expiry Date 10 Aug 2018
* There have been 178 applications to this job.
* This job has been viewed 6219 times.
Employer:
PayGate
Location:
Gauteng
Salary:
Market related
Benefits:
Role details:
As a Technical Support Agent, youll be providing customer service and operational support across the company group chain to all users. Youll be responsible for delivering customer service excellence to both internal and external users by identifying issues and initiating corrective actions to remedy the cause of concern.
Duties Include:
Maintain customer service levels
Provide prompt, courteous service to all external and internal customers
Assisting internal staff, end-users and merchants with transactional queries and any payment processing issues
Resolve queries via telephone, live chat, and email correspondence
Must be able to troubleshoot errors/issues reported before escalating further
Follow and execute support protocol for escalation
Load new merchants, edit merchant profiles as requested and maintain record of all interactions regarding changes to merchant accounts
Attracts potential customers by answering product and service questions
Responsible for actively ensuring the retention customer base
Collaborates with other departments to resolve problems, facilitate solutions and enhance customer service delivery
Attends regular customer service departmental meetings
Adheres to all company policies, procedures, and guidelines
Use all available resources to resolve or escalate customer incidents per established guidelines, processes, and service level agreements
Performs other related duties as assigned by management
Continuously learning and improving on product and job knowledge in order to deliver service excellence
Minimum Requirements:
Grade 12, post-matric qualification advantageous
1+ years experience in a customer service environment with exposure to IT operations or Service industry
Valid drivers license and own transport
Excellent written and verbal communication skills in English
Willing to work flexible schedule, overtime and weekend standby on a rotation basis.
Exposure within payments industry advantageous
Desired Skills:
Proficiency in communicating issues and solutions to both technical and non-technical audience (verbal and written)
Highly developed sense of integrity and commitment to customer satisfaction
Possess a sense of urgency and maintain stress awareness/management
Proactive and accountable
Ability to multi-task while being attentive to the customer
Strong decision making and analytical abilities
Attention to detail
Possess a strong work ethic and team player mentality
Readily accepts feedback, mentoring, and coaching
Ability to work independently and within a team
Strong time-management skills
The roles we have are only 10% technical support and 90% business support on the Paygate/VCS/SID products.