First line Customer Support Specialist

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Short Job Description: 

A Payments technology firm is currently recruiting a First-line Customer Support Specialist to provide 1st line customer and technical support to external customers, assisting them with queries and incidents. The position will be based in Sandton, Gauteng.

Job posting date: 
Wednesday, April 15, 2020
Job Type: 
Graduate placement
Required skills: 
Customer Service
Other - Call centre and customer service
Required Qualification: 
Diploma in IT
Remuneration in ZAR: 
R15,000.00pm - R20,000.00pm
Remuneration term: 
Monthly
Full Job Description: 

The First Line Customer Support Specialist is responsible for maintaining exceptional levels of customer service to its clients both locally and globally. The ideal candidate will work closely with the Customer Support Manager to drive customer incidents and queries to a conclusion within the agreed Service Level standards. 

Role & Responsibilities:

  • Maintain a high degree of customer service for all support queries and adhere to all service management principles 
  • Provide 1st line technical support; answering support queries either via phone, email or on a live online chat system 
  • Take ownership of user problems and be proactive in driving the problems to conclusion, both with internal IT teams and external vendors 
  • Log all calls on the call logging system and maintaining full documentation 
  • Assist in analyzing the nature of support incidents raised and provide input into the Knowledgebase for common issues 
  • Escalate more complex service issues to the relevant support team or external vendor 

Requirements:

  • Has excellent communication skills, both verbal and written, with English being the preferred language of communication 
  • Has relevant 1st line or helpdesk support experience 
  • Is assertive and pro-active in driving issues to conclusion 
  • Is organised and is able to respond to queries based on service levels and urgency of incidents raised 
  • Must have strong analytical skills and be able to find trends in customer queries and incidents to help improve standards of customer service 
  • Has superior time management skills 
  • Is able to update existing content in the Knowledge Base or write new content 

Non-negotiable requirements/Minimum Requirements:

  • A Diploma in an I.T.-related field
  • At least 2 years Call Centre experience
  • At least 2 years’ experience in the payments industry
  • Strong knowledge of Microsoft Office
  • Excellent communicator, a good listener and empathetic to customer needs
  • Enjoys interacting with customers and resolving issues

 

Preference will be given to candidates with knowledge of or experience with:

 

  • The Zendesk customer support system, or a similar customer support system 
  • • ITIL v4 with a specific focus on Incident, Problem and Service Management

 

Country: 
South Africa
Which province(s) does this job apply to: 
Gauteng
City/Town: 
Sandton, Johannesburg

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