ROLE REQUIREMENT

• Provide first line support on all customer facing challenges and try and resolve on first call.
• Gathering information through analytical trouble shooting or problem research to route the customers query to the correct resolver team or apply an appropriate resolution.
• Identify trends by monitoring and analysing incoming calls, problems and support requests.
• Use the required dashboards or views to track and escalate issues seamlessly
• Compile daily health checks within the environment to highlight any challenges or forthcoming attractions.
• Handle all VIP’s with care and track and resolve until closure.
• Escalation and management of calls to agreed SLA’s
• Avoid requests from breaching target to meet client’s satisfaction.
• Manage all Pending UNA requests.
• Document and process all software or systems.
• Provide training on processes and systems to L1 and L2 agents

JOB SPECIFIC REQUIREMENT

• Resolve as much calls on first call resolution
• Perform daily health checks in the environment to assure all systems are fully functional.
• Identify and learn appropriate software used and supported by the organisation.
• Take ownership and responsibility of an issue from start through to a successfully resolution.
• Regularly update and attend to all customer UNA queries and follow UNA process.
• Perform post resolution follow ups to help resolve queries.

QUALIFICATION & EXPERIENCE

• Matric/Grade12
• At least 1 year previous call center experience (advantageous)
• Excellent language command: English/Afrikaans
• Good understanding of basic IT operations (essential)
• Experience in Remedy Service Desk (advantageous)
• A+ and N+ certified
• Excellent attendance and punctuality are required