Desk Support Consultant

SUMMARY:

Are you driven by the opportunity to deliver outstanding support and resolve issues swiftly within a dynamic setting? We're in search of a committed Support Consultant to join our team. Operating within the Support Services Hub of the Services Desk Department, you'll be integral in ensuring seamless operations for our clientele. Your main object...

POSITION INFO:

Are you driven by the opportunity to deliver outstanding support and resolve issues swiftly within a dynamic setting? We're in search of a committed Support Consultant to join our team. Operating within the Support Services Hub of the Services Desk Department, you'll be integral in ensuring seamless operations for our clientele. Your main objective will be to serve as a Cash Connect Support Consultant, contributing to the overall efficiency of our Services Desk Department.

 

PLEASE NOTE: This is a project-based 3-month contract

Shift work may be required due to the nature of our 24/7 environment.

• Matric / Grade 12
• Previous experience in support/contact center roles preferred.
• Familiarity with contact-center environments.
• Knowledge of the payment industry.
• Proficient in computer skills, particularly with MS Office suite.

Core competencies / performance drivers:

• Good verbal and written communication skills
• Relationship building
• Analytical Thinking
• Problem Solving and Troubleshooting
• Ability to collaborate effectively in a team

Monitoring and Administration:

• Monitor calls logged from Cash Connect on the Cash Connect Wallboard.
• Assign calls to respective field technicians for resolution.
• Utilize case management documents and notes to assign and track cases.
• Ensure cases are managed and monitored until completion.

Escalations and Engagement:

• Respond to and act on requests from Cash Connect promptly.
• Manage and address escalations within designated Service Level Agreements (SLAs).
• Maintain constant updates in case notes.
• Provide assistance to field technicians with call management tasks (reassignment, holding, etc.).
• Support via email queries and WhatsApp

 

Telephonic Support:

• Aid field technicians telephonically with case management.
• Facilitate ad-hoc project requests, including outbound calls and database updates.