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South Africa

Technical Support Consultant: FS & NC

Company Blue Label Distribution
Reference # B196
Published 12/01/2022
Contract Type Permanent
Salary Market Related
Location Bloemfontein, Free State, South Africa
Introduction
To provide technical support to customers by responding to customer queries using the available mediums of communication to support and troubleshoot customer tech problems.
Job Functions Technical
Industries Telecommunications
Specification
Telephonic Customer Interaction
Attend to incoming phone calls and provide support to customers
Reduce Average number of Open Calls, open calls to be kept within the required SLA period
Provide solutions to customer queries

Troubleshoot
Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
Diagnose queries by using information from customers to diagnose tech issues and walk customers through the steps needed to fix various problems.
Ensure all escalated queries are resolved to customer’s satisfaction and within agreed SLA (24-72 hrs) and business processes.

Query Escalation
Escalate tech problems that cannot be resolved on the telephone
Raise a query ticket with technical support representatives and schedule a repair crew to fix problems on-site.

Maintain Database
Ensure the maintenance of the database for customer problems and fixes in the solutions database
Add new information to the CRM Knowledge Base for future troubleshooting reference

Call Logs and Reporting
Accurately logging all queries and service requests with detailed information on
CRM and follow up on them within 30 minutes of receipt.

Logistics and process improvement
Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.
Compile and submit new logistics processes
Communicate & conduct the training of new logistics processes throughout company
Ensure Logistic Company adherence to agreed SLAs through daily tracking of all collections/deliveries and monthly telecoms meeting addressing service levels.
Logistics Report to be updated and circulated to ALL daily by COB.
All waybills to be filed and saved electronically on a daily basis within 24 hours of collection/delivery

Customer Service
Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
Assist in training and monitoring procedures for all customers, including educating customers on day-to-day operational requirements (activities to be captured in case notes).
Establish, develop and maintain business relationships with current customers to generate business and maximize trade on a daily basis.
Respond timeously to queries logged via the email and telephonic platform

The candidate must be based in Bloemfontein, although servicing the entire FS & NC.
Requirements
EDUCATION

Matric
Technical Diploma/Degree

EXPERIENCE

General Experience
2-3 years relevant technical experience

Managerial Experience
None

BEHAVIORAL COMPETENCIES

Ensures Accountability
Plans and Aligns
Manages Complexity
Optimizes work processes
Communicates Effectively
Directs Work

SKILLS

Problem solving
Verbal Communication
Time Management
Computer Skills
Planning and Organizing
Risk Management
Action Planning
Policy and procedures
Data Collection and Analysis
Health and Safety
Job Closing Date 26/01/2022
   
   
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Last Updated: 30-6-2021 [21.06.02.21]
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