Support Agent

SUPPORT AGENT ROLE:

Our customers deserve service excellence and that is each Support Agent's

primary goal - providing excellent service to our clients.

Support Agents are assigned a Network or Multiple Networks based on

network size and complexity. They are individually responsible and

accountable for the overall support management of their network/s.

Support Agent Responsibilities includes:

Using and maintaining various Software CMS programs Calling stores to remotely troubleshoot Communicating with on-site technicians to troubleshoot. Adhering to the network budget for on-site technicians.

Support Agents will be required to provide feedback on amounts spent per month on technicians.

Support Agents will be required to provide feedback on stores with repeated calls and call-outs.

Support Agents will be required to provide feedback and suggestions regarding "problem" stores.

Support Agents will be required to keep network/s details up to date on the various software CMS programs, Asana, Freshdesk and Vodacom Spend Manager.

Key Performance Indicators will be based on the Freshdesk ticketing system SLA and the maintenance of network details.

The Company's SLA is currently in line with the Freshdesk ticketing system

SLA.

APPLICANT REQUIREMENTS:

A Matriculant senior certificate (mandatory)

Min. 2 years of work experience

Computer literate (mandatory)

Excellent telephone skills

Well-spoken and well-written

Systematic way of working

High level of efficiency

Work well under pressure

Capable of handling tasks without micro-management

Ability to speak Zulu or Afrikaans is advantageous

Call centre experience advantageous

Experience with Freshdesk, Asana software is advantageous

Email CV to: Hello@bbmdigital.co.za