Please note that our Terms of Use and Privacy Notice are applicable.
Back to search (Western Cape > Cape Town > Jobs > General Worker Jobs> ad 1060700226)
German L2 Service Desk Agent
1 Photo(s)
2 years ago3503 views
Ad Saved to My List
View and manage your saved ads in your account.
Share
WhatsApp
Facebook
Messenger
Twitter
Copy URL
Email
Report Ad
Report This Ad
Reason for Reporting
Email Address
(Required)
Message
(Optional)
Report Ad
By clicking "Report" you accept the Gumtree Terms and Conditions.
General Details
Description
Provides 1st and/or 2nd level telephone support to external and internal clients in connection with personal computers or networks, or network devices within the set expected service levels and in a quality beyond the expectations of the client.
Responsibilities
- Not only receives calls from but also initiates calls to the clients.
- Provides users with proper authorizations.
- Performs troubleshooting directly in the system of the customer, re-installs programs if necessary.
- Works with greater independence, possesses bigger authority and knowledge to solve problems.
- Contributes to solving problems on client-specific devices and applications as well.
- Solves the overwhelming majority of the problems, forwards only those cases that require specialized knowledge to the next level of support or to a local partner.
- Shares knowledge with colleagues
Shifts:
24/7, night and weekends
Qualifications - Skill description:
- Must have (or be studying towards) any of the below certification:
- Microsoft Certified Professionals (MCP)
- Microsoft Certified Desktop Support Technicians (MCDST)
- IT Infrastructure Library (ITIL) foundation
- Be familiar with repair, analysis and measurement tools
- Strong customer- and result-orientation
- Team spirit
- Good interpersonal and communication skills (verbal and written)
- Understanding of easy to handle administrative tasks
- Understanding of IT – Microsoft Windows and MS Office (Word, Excel, Power Point, Outlook)
- Social competency to handle also hard emotions
- Good ability to handle stress
Language knowledge required:
- Advanced German
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xOTg3MTg4MjQ2P3NvdXJjZT1ndW10cmVl&jid=1163821&xid=1987188246
Id Subtitle 1060700226
View More
ABC Worldwide
Selling for 2+ years
Total Ads378
Active Ads378
Professional Seller
This seller has registered a Gumtree business account which allows them to qualify as a professional seller.To grow your business with Gumtree read more
Seller stats
378Total Ads
872.90KTotal Views
Contact ABC Worldwide
Message
(4018)
Name
(Optional)
Email Address
(Optional)
Phone
(Required)
Upload CV(Optional)
DOC or PDF only max 2 MB file size
Send Message
By clicking "Send" you accept the Terms of Use and Privacy Notice and agree to receive newsletters and promo offers from us.
Related Ads
1
SavedSave
The Micros Field Technician (MFT) is required to install, maintain and support the product to his/her assigned area of expertise to the satisfaction of our clients, employees and management.
Primary Responsibilities for the Role
Product Knowledge
Keep updated on new technologies available, both on MICROS software/hardware products, third-party software/hardware products, as well as general IT technologies, related to our industry.Regularly visit the corporate websites, www.micros.com, www.micros.co.za, to keep informed about corporate developments and news.Read the published ‘Product Marketing Announcements’ (PMA) on a regular basis.Pass any certification examinations as required by Management.Every MFT is expected to be able to install assigned products according to MICROS standards and to the complete satisfaction of our clients and Management.The MFT is required to pass on any new acquired skill/knowledge to other MFT’s verbally, via email, fax or memorandum.The MFT presents training courses to other MFTs as required.Must be able to configure a complete database of the assigned products and provide a working solution for the client (i.e. network connectivity, drive mappings, systems parameters, etc.).
Support
Each MFT is required to support the products assigned to him/her.Clients on ‘Stop Support’ are not to be supported without authorization by Management.All support calls are to be logged on the in-house call logging system according to the Micros logging standards.MFT to be aware of escalation procedures as communicated from time to time. Escalation procedures may vary for corporate accounts.The MFT must assess the problem and assign a correct priorityAll logged calls are too updated timeously.Ensure timely resolution or assignment of call within the Micros SLA commitmentsClients are to be provided with the call log ID.Be responsible for interaction with customers via email, telephone, fax, PC Anywhere etc. Research and test problems to confirm, isolate and identify what caused the problem and solutions. When unable to resolve problems, escalate to the correct channels.Maintain all documentation required by Micros SA. Assist with implementing, testing and writing any documentation that may be required.Ensure that ALL equipment is checked in and out and properly maintained
Support Calls
Once a call is assigned, the technician must take ownership of the call and it remains his or her responsibility to resolve the call, unless instructed otherwise.Manual dockets must be issued to the customer and completed in full and accurately. The log number is then to be written on the manual docket.No manipulation of charges may b...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zMzc2OTczMDkxP3NvdXJjZT1ndW10cmVl&jid=1156098&xid=3376973091
Invalid date
1
SavedSave
KEY COMPETENCIES
Have excellent problem-solving skills to identify any issues or problems and assess the severity of the problem, determine an appropriate approach to solving problems, develop plans for implementing solutions etc.Have good verbal and written communication skillsHave a high level of client service orientationBe self-driven and have high energy levelsBe organized and assertiveBe a logical thinkerBe able to work independently with a high level of responsibility
KEY PERFORMANCE AREAS
Support the production environment, upgrade, security management, disaster recoverySetup and configure the Production, SIT and Dev environmentsImplement and maintain associated system configurationsProvide support function to internal teams and clientsExtensive troubleshooting experience with software solutionsEnsure that communication channels are established with all clients at a technical levelInvestigating production related queries as raised by business or external partiesEnsure that adequate testing has taken place before implementing new systems or changes to existing systemsEnsure that periodic tests are executed at the DR siteEnsure that failover procedures are documented and kept up to dateEnsure that all technical documentation is maintained and product enhancements periodically reviewedEnsure effective monitoring systems and the building of tools, dashboards and automated processes to empower the product and organizationalTest any new system releases / upgrades from Development or Service ProvidersEnsure that a testing schedule and procedure is availableSystem Maintenance (Production and Test)Be the SME for the hosted service
RESPONSIBILITIES
Strong written and spoken communication skillsAnalytical and logical problem-solving skillsProvide support to customer via excellent written and spoken skillsProvide process enhancements and recommendationsResponsible for recurring system changes on the environmentsProvide solid technical foundation to/across all of our customer environmentsProactively manage the customer environmentsEnsure that all incidents are logged and effectively managed, resolved and escalated if necessaryIdentify trends across customer base and feedback observations and assessmentsRevision of technical documentation and specifications as part of troubleshooting process and contributing to the Knowledge baseDetailed investigation and analysis of incidents which might include, but is not limited to:
Analysis using tools like SQL Profiler, Network sniffers and Windows Performance MonitorT...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xNDczNTQ3NDAyP3NvdXJjZT1ndW10cmVl&jid=371080&xid=1473547402
Invalid date
1
SavedSave
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 clientsCustomer Relations / Client EngagementTelephonic and Virtual SupportInstallation of apps
Skills and Knowledge (essential)
MS PackagesExcellent written and verbal communication skills
Skills and Knowledge (desirable)
Google for BusinessMobile PlatformsBasic technical support skillsZOHO (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
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8yMDMwNTA3MjcwP3NvdXJjZT1ndW10cmVl&jid=1424212&xid=2030507270
Invalid date
1
SavedSave
Our client is urgently looking for Customer Service candidates – Montague Gardens (Northern Suburbs) (Cape Town)
Key duties and responsibilities:
Respond to customer inquiries and provide accurate and helpful information through various communication channels, including phone, email, chat, and social media
Identify and assess customers needs to achieve satisfaction, and proactively provide appropriate solutions or alternatives
Handle customer complaints or concerns with empathy, patience, and professionalism, striving to resolve issues to the customers satisfaction
Maintain a high level of product knowledge to effectively address customer questions and concerns
Escalate unresolved issues or complaints to the appropriate personnel or department for further investigation and resolution
Collaborate in the development and enhancement of customer service procedures, policies, and standards, with the aim of contributing to the achievement of key performance indicators (KPIs)
Skills, attributes, experience and education:
At least 2 to 3 years customer service experience
Customer-centric attitude
Strong communication skills as well as excellent English written skills
Problem-solving ability and conflict handling skills
Good time management skills, showing the ability to manage self and prioritise tasks
Assertiveness in handling customer queries
Ability to handle pressure
Grade 12 Certificate
Computer Skills - MS Office
Knowledge of e-commerce and online shopping
Understanding of retail is advantageous
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS83MTkzMjA/c291cmNlPWd1bXRyZWU=&jid=1746580&xid=719320
Invalid date
1
SavedSave
Introduction
A well-established company based in Cape Town is looking for a ITIL certified IT Manager to join their team.
Send your CV to hr5 (at) peopledimension (dot) co (dot) za.
Responsibilities & Duties:
• Monitor daily Backlog (Download from Compass) , Coordinate repair activities with technicians and report progress by COB every day.
• Manage technical escalations and Raise technical tickets with respective Vendor where required.
• Coordinate customer escalations with Vendor customer relationship team (CRT)
• Provide Daily/Weekly/Monthly reports and presentations based on Vendor requirement.
• Supervision of the customer support team to ensure compliance to performance targets (KPIs) and overall customer satisfaction.
• Development of staff to ensure skills levels match both current and future operational and customer requirements, including training and certification of technicians.
• Apply ITIL processes into operations.
• Develop interlocks between team and the rest of Service Operations teams
• Develop team targets.
• Working with supervisors to improve staff performance.
• Forecast, plan and set up business strategies.
• To leverage knowledge and skills in the timely operation of the unit.
• Drive operational performance and ensure proactively and business initiatives. Forecast, plan and set up business strategies
• To leverage knowledge and skills in the timely operation of the unit.
• Drive operational performance and ensure proactively and business initiatives.
• Responsible for managing & leading a team of dedicated Technical support professionals (Locally and Globally) in full filling the Customer Support contracts (KPIs / Lead Times) for Regional customers
• Handle customer management escalations, work under extreme pressure, handle emergencies, co-ordinate with different stake holders.
• Conducting Periodic reviews with the customer to analyze issues and their trends to take proactive measures to maintain SLA and to exceed clients expectations.
• Knowledge of service management integration and ITIL.
• Measuring client satisfaction via client surveys and the continued growth and expansion of services and solutions
• Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames
• Conduct regular in-depth service and process audits.
• Employee retention, motivation and training
• Focus on grooming people from L1 to L2, L2 to L3 within select timelines
Desired Experience & Qualification Requirements:
• National Diploma in IT
• Must have ITIL certification
• Must have experience managing 20-30 members of a team
• 5 - 6 years experience in IT service Manager with exp...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zMzI5MDYyNzcyP3NvdXJjZT1ndW10cmVl&jid=1681436&xid=3329062772
Invalid date
1
SavedSave
Support Engineer (Office) in Cape Town - Rondebosh
Requirements:
2-years related experienceKnowledge of MSSQL and MySQL,High Level of Knowledge in ACI Postilion suite of products (Realtime Framework, Office, Config-Server, eSocket.POS)Linux knowledge and experienceBusiness analyst skills is advantageous
Be able to write documentation for all created processesBe able to write disaster recovery documentation, cutover processesHave strong problem-solving skillsHave dedication and perseveranceMust be able to work well under pressureSetup and Configure ACI Products
Send CV to marinda@prrrecruitment.co.za
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8yMDk5ODg3Mzg5P3NvdXJjZT1ndW10cmVl&jid=1182080&xid=2099887389
Invalid date
View More
Back To SearchGumtree Safety Tips
1.Meet in a public space to see the item and exchange money.
2.Never send your item before receiving the money.
3.Never send or wire money to sellers or buyers.
Looking to Sell?
Whether you are selling your car, old cell phone or laptop, learn how much your item could be worth with our Gumtree Pricing Guide.