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Technical Support Agent

Job Ref
Job Type
Employer Type
Date Added 13 Jul 2018
Expiry Date 10 Aug 2018
* There have been 178 applications to this job.
* This job has been viewed 4784 times.


Market related


Role details:
Role details:
As a Technical Support Agent, you’ll be providing customer service and operational support across the company group chain to all users. You’ll 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 driver’s 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.