MAIN JOB PURPOSE 

• Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency.

Customer Relationship Management

• Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
• First time fix rate and recall rate under the stipulated requirements.
• Maintain customer relationship.

Internal Processes

• Be productive based on the calls allocated to them.
• Ensure that they comply with all Quality Management System (QMS) procedures provided by the Field Service Managers (FSM).
• Maintain and manage sufficient boot stock.
• Complete administration within time frames as per policies.
• Action and close new calls within customer Service Level Agreements and Mean Time to Respond / Mean Time to Complete.
• Technical support, maintenance, trouble shooting on retail machines.

Human Capital

• Complete own training and development objectives as per agreed timelines in the personal development plan.
• Ensure that all policies and procedures are followed according to the company requirement.

Job Requirements:

Requirements

• Own vehicle and valid drivers’ license is essential
• Must reside in KZN

Qualifications

• Matric or other equivalent qualification preferable
• A + and N + Qualification

Experience  

• 2 years’ experience in maintaining equipment in an IT environment
• 2 -3 years Desktop support experience
• Computer literate in relevant operating system

Skills

• Electronic skills
• Fault-finding techniques
• MS Office

Education

• National Certificate Level 4 (N4) / Grade 12: Information Technology (Required)