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End-User Support Agent
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General Details
Description
END-USER SUPPORT CONSULTANT
Introduction
An innovative and forward-thinking educational technology company located in Stellenbosch is seeking an End-User Support Consultant with 1 – 3 years’ experience in a technical support role to join their team.
Job Purpose
To provide end user support for clients using the communication application by providing swift feedback on problems experienced. This support is either telephonic or on an online platform.
Requirements
Minimum education (essential)
- Matric
Minimum education (desirable)
- Certificate, Course or Diploma in a technical support related field
Minimum applicable experience (years)
- 1 - 3 years
Required nature of experience
- Experience working in a Call Centre, with the aim of providing technical support to clients
- Customer Relations / Client Engagement
- Telephonic and Virtual Support
- Installation of apps
Skills and Knowledge (essential)
- MS Packages
- Excellent written and verbal communication skills
Skills and Knowledge (desirable)
- Google for Business
- Mobile Platforms
- Basic technical support skills
- ZOHO (ZOHO Desk, ZOHO Sales IQ)
- d6 Communication / d6 Connect
Other
- English and Afrikaans
Key Performance Areas, Weights and Objectives
Administration 7%
- Act as the first line of support for calls.
- Act as backup client support as and when required.
- Correctly allocate queries as and when required.
Support Manual Maintenance 3%
- Create and maintain d6 support user manuals.
End-User Support 90%
- Solve problems for end-users to get the communication products working on their devices as effective and efficient as possible reducing the time spent with each query. (40%)
- Respond to Connect support queries sent via Online chat functionality. (40%)
- Respond to Play Store and App Store reviews. (5%)
- Follow all required processes on the ticketing system. (10%)
- Escalate queries with discretion. (5%)
Remuneration
Market related
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Id Subtitle 1164333286
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CLS Human Capital Specialists
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Ensure application of and adherence to the Maintenance Information system (Service Manager) and ensure all assets are clearly marked and controlled with Asset Register.Attend to break-downs and prioritize jobs promptly.Plan & perform routine Preventative and Corrective maintenance and repairs of the electro-mechanical equipment in a professional and cost-effective manner, timeously.Apply sound human resource principles, administration and control procedures in order to meet performance objectives.Ensure safety and housekeeping meets the standards as set out in terms of the Occupational Health and Safety Act at high level and comply with all applicable ISO system requirements and ensure continual improvement of these systems.Ensure that specified, approved and contractual required stock levels are kept.High standard of Monitoring and Reporting on electro-mechanical plant condition.Assist with pricing, tendering and implementation on new electrical, mechanical and civil installations
Should you wish to apply please email your CV through to Kerry O’Hagan at Kerry@profilepersonnel.co.za
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