South Africa

Technical Support Agent

Company Glocell Distibution
Reference # B015
Published 07/06/2021
Contract Type Permanent
Salary Market Related
Location Randburg, Gauteng, South Africa
We are a JSE-listed company that sells innovative technology for mobile commerce to emerging markets in South Africa and abroad. Our users are rich, poor, urban and rural, and we allow them all to interact and transact on an equal footing. We target many of our services at people who do not have easy access to bank accounts, and we allow them the convenience of being able to transact where and when they want to. At Blue Label Telecoms, we’re looking for outliers. People who have a drive to better themselves, their teams and the business with every decision and interaction. We have built an organisation that recognizes achievements and celebrates successes. We thrive on collaboration and offer our team members excellent work environments where enjoyment is a part of the experience
Job Functions Information Technology
Industries Telecommunications
Receives and processes customer orders, inquiries, and/or complaints covering items or products ordered, and supports customers through specialized technical or scientific knowledge/product applications. Maintains an ongoing relationship with selected customers and sales staff, particularly those focused on technical applications of the product or service. Uses technical knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer.

Customer Service and Support
Assists customers by diagnosing problems and providing resolutions for technical related queries.
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products, technology and services
Identifies, researches and provides input on unique or recurring customer problems.
Focuses on delivering a positive customer experience according to GloCell standards.
Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
Providing help and answers to the customers' technical issues through identification of the problem itself, research on answers and subsequent provision of guidance.

Technical Support and Query Resolution
Uses troubleshooting techniques and tools to identify and analyse products/software/hardware that are defective and follow guidelines in issuing service calls/contacts.
Diagnose and resolve technical hardware and software issues, including connectivity issues.
Monitors and tracks issues to ensure accurate resolution.
Case management - accurately process and record cases using CRM and related systems
Remains knowledgeable of GloCell’s products, technology and systems.
Follow standard processes and procedures
Stay current with system information, changes and updates
Evaluation of the systems' problems to recommend enhancements
When required, assist in the repair and/or preparation of equipment for new roll outs and swop outs

Escalation of Queries
Allocate queries to appropriate resource/departments;
Identify and escalate priority issues to senior level support.
Follow up and make scheduled call backs to customers where necessary;

Customer Relationship Management (CRM) Data
Schedule follow-up actions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Focus


Job Related Competencies
Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions.

expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

EDUCATION General Education
Degree in IT or other related technical field advantageous


General Experience
Previous technical support experience of + 1 year in a call centre environment for Windows OS, MS Office, MS Outlook, Internet Explorer, Antivirus and Peripherals (installation, operation, configuration, customization and usage).
Job Closing Date 21/06/2021
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