Core Description

Provides remote support and assistance to BCX Active Retail clients, using appropriate solutions that satisfy client needs and BCX methodologies. Determining root cause as per calls logged and apply the corrective actions and according to delivery within SLA parameters.

Key Deliverables / Primary Functions

• Provide remote support to clients and provide excellent service quality
• To ensure that all customer queries are responded to within CTR parameters (Call To Respond)
•  To ensure that all customers queries are resolved with in SLA as determined per contractual parameters

Function as a team

• Share work related knowledge and experience
•   To work hand in hand and maintain relationship with support team members to provide effective and efficient service to customers
• Closely work with 3rd parties to resolve and report client related issues

Operations

• Provide remote support services
• Respond to calls within CTR.
• Investigates reasons for problems / issues and solves them for clients
• Follow up on all outstanding queries timeously as per the SLA set out for each client
• Always follow incident management process when on duty
• Redirect any problems or incidents that may occur to the correct resource
• Identify and escalate recurring problems and situations to both the Technical team Leader and Technical support Manager.
• Track and route logged problems and requests.

Functional Skills

• Computer and Information Literacy
• Microsoft Office Product Suite
• Support the drive towards customer service excellence
• Telephone Etiquette
• Communication
• Adaptability
• Attention to detail

Behavioural Competencies

•  Job Match Rating
• .Delivering Results
•  Meeting customer expectations
•  Teamwork
•  Handling Pressure
• Communication and Impact

Experience

• 2 Years IT Call Desk Experience with at least 1 years Retail experience
• Certifications / Professional Registration
• A + Certification will be advantageous