End-User Support Agent

 

Recruiter:

Creative Leadership Solutions

Job Ref:

2030507270

Date posted:

Thursday, November 24, 2022

Location:

Cape Town, South Africa


JOB SUMMARY:
-

JOB DESCRIPTION:

END-USER SUPPORT CONSULTANT

 

Introduction

An innovative and forward-thinking educational technology company located in Stellenbosch is seeking an End-User Support Consultant with 1 – 3 years’ experience in a technical support role to join their team.

 

Job Purpose

To provide end user support for clients using the communication application by providing swift feedback on problems experienced. This support is either telephonic or on an online platform.

 

Requirements

Minimum education (essential)

  • Matric

Minimum education (desirable)

  • Certificate, Course or Diploma in a technical support related field

Minimum applicable experience (years)

  • 1 - 3 years

Required nature of experience

  • Experience working in a Call Centre, with the aim of providing technical support to clients
  • Customer Relations / Client Engagement
  • Telephonic and Virtual Support
  • Installation of apps

Skills and Knowledge (essential)

  • MS Packages
  • Excellent written and verbal communication skills

Skills and Knowledge (desirable)

  • Google for Business
  • Mobile Platforms
  • Basic technical support skills
  • ZOHO (ZOHO Desk, ZOHO Sales IQ)
  • d6 Communication / d6 Connect

Other

  • English and Afrikaans

 

Key Performance Areas, Weights and Objectives

Administration 7%

  • Act as the first line of support for calls.
  • Act as backup client support as and when required.
  • Correctly allocate queries as and when required.

Support Manual Maintenance 3%

  • Create and maintain d6 support user manuals.

End-User Support 90%

  • Solve problems for end-users to get the communication products working on their devices as effective and efficient as possible reducing the time spent with each query. (40%)
  • Respond to Connect support queries sent via Online chat functionality. (40%)
  • Respond to Play Store and App Store reviews. (5%)
  • Follow all required processes on the ticketing system. (10%)
  • Escalate queries with discretion. (5%)

 

Remuneration

Market related

 

 

 

 

 


 

 

 

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