Contact Centre Technical Specialist (Kramerville Onsite)

SUMMARY:
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POSITION INFO:
ENVIRONMENT: JOIN the team of a dynamic Tech Company seeking a versatile and technically skilled Contact Centre & Technical Support Specialist who will manage Inbound and Outbound customer interactions, support CRM systems, generate reports, and assist with general IT-related issues. The ideal candidate will require a Certification or qualification in IT, Information Systems, or related field with proven experience in a contact centre (Inbound & Outbound) environment, proficiency with ticketing systems such as Zendesk, Freshdesk, Jira & reporting tools like Excel, Power BI, or similar.   DUTIES: Customer Support & Call Handling - Manage Inbound and Outbound calls in a professional and efficient manner. Assist customers with queries, complaints, and service requests. Maintain high levels of customer satisfaction and service quality. Follow up with customers to ensure resolution of issues.   CRM Management & Support - Troubleshoot and resolve CRM system issues. Capture and maintain accurate customer data within the CRM. Assist users with CRM-related queries and system navigation. Ensure data integrity and proper usage of the system.   Reporting & Data Analysis - Generate daily, weekly, and monthly performance reports. Analyse call centre metrics and provide insights. Create custom reports as required by management. Monitor KPIs and suggest improvements.   Technical & IT Support - Log, track, and resolve IT support tickets. Troubleshoot basic network, system, and user issues. Escalate complex problems to relevant IT teams.   Administrative Duties - Maintain accurate records of customer interactions and technical issues. Document processes, solutions, and troubleshooting steps. Assist in improving internal systems and workflows.   REQUIREMENTS: Qualifications – Certification or qualification in IT, Information Systems, or related field.   Experience\/Skills – Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira). Knowledge of system integrations. Previous experience in a hybrid customer support \/ technical role. Proven experience in a contact centre (Inbound & Outbound) environment. Strong technical aptitude with experience in CRM systems. Experience with reporting tools (e.g., Excel, Power BI, or similar). Basic understanding of IT support and troubleshooting.   ATTRIBUTES: Customer-focused mindset. Technical proficiency. Attention to detail. Time management and organization. Adaptability and willingness to learn. Team player with strong interpersonal skills. Excellent verbal and written communication skills. Strong problem-solving and analytical abilities. Ability to multitask and work under pressure.