Tech Support Customer Service Representative

Deliver an exceptional customer experience by assisting customers in resolving inbound technical service enquiries in a call center environment. Achieve service levels in compliance with company directives. 

Duties and responsibilities:
Responsible for resolution of customer queries with high professionalism from the moment of escalation in line with given timelines as per SLA
Understanding and ownership of customer queries and complete management the process to resolve issues escalated.
Assist and resolve incidents according processes and procedures.
Resolve FTTH issues through effective troubleshooting and configuration.
Ensure excellent customer service and effective and efficient problem-solving.
Preserve and build relationship with customers and other stakeholders on behalf of the business.
Effectively follow up on calls including other key commitments made to clients.
Reduce escalated incidents in line with SOPs and policy.
Provide exceptional support to the rest of the team inclusive of 2nd line up Field Engineers.
Submit reports including progress reports and analysis of information and statistics.
Data capture customer info, escalated incidents and the processing of the ticket data
Education and Experience:
Matric
English language proficiency
Minimum 1 year inbound technical support experience within a center required 
Typing speed of minimum 35 wpm
Key Competencies and Skills:
Excellent communication skills
Tech support 
persuasiveness
tenacious
negotiation skills
stress tolerance
effective time management
Salary and rates including allowances, incentives:

R35 per Hour for the first 3 months probation - once deemed competent you will earn a basic salary of R6 000 with an additional R1 000 if you meet your kpi''s each month. Shift allowance and travelling allowance.

Days & times of work:

The operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 - Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) – 365 days a year, including public holidays.