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Technical Support Agent
Job Ref
275693
Job Type
Permanent
Employer Type
Company
Date Added
1 Dec 2017
Expiry Date 29 Dec 2017
Expiry Date 29 Dec 2017
* There have been 112 applications to this job.
* This job has been viewed 7055 times.
Employer:
Truevo Payments
Location:
Gauteng
Salary:
Market related
Benefits:
Role details:
- - - - - - - - - - - - - -
Grade 12, post-matric qualification advantageous. 1+ years experience in a customer service environment with exposure to IT operations or Service industry.
Valid drivers licence and own transport.
Technical background.
Excellent written and verbal communication skills in English.
Willing to work flexible schedule and occasional overtime when needed.
Understanding of basic programming concepts.
Exposure within payments industry advantageous.
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.
Technical troubleshooting skills.
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.
Maintain customer service levels
Provide prompt, courteous service to all external and internal customers
Assisting end-users with transactional queries and any payment processing issues.
Assisting merchants with general queries, answer customer inquiries/communications as required.
Assist any individual contacting the service desk.
Resolve and remedy customer complaints
Resolve queries via telephone, live chat, and email correspondence.
Must be able to trouble-shoot 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.
Assist merchants and developers with implementation queries.
Attracts potential customers by answering product and service questions
Assist internal staff with support related queries.
Provide Second Line Support to Acquirers and Partners.
Contributes ideas and suggestions to improve on service delivery.
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.
Follows all required support processes and protocol and set out by Customer Service Manager.
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.
Identify recurring incidents and trends, and escalate appropriately.
Monitor for problems, taking immediate action where possible and escalating when required.
Perform, organize, and streamline operational tasks to reduce the potential for errors.
Ensure knowledge base is kept up to date.
Contribute toward/lead continuous improvement efforts/initiatives.
Performs other related duties as assigned by management.
Continuously learning and improving on product and job knowledge in order to deliver service excellence.
Keeping abreast with changes and updates to companys product and services
Technical Support Agents will be required to work on a 24 hour rotating shift basis of four twelve hour shifts on, and four days/nights off.