Technical Support Advisor (Sage)

SUMMARY:
Are you passionate about delivering exceptional customer service? Do you have a proven track record of meeting targets and service levels? If directing lost friends or solving technical software issues are your super powers, then here’s your chance to make it count! We’re looking for multi-tasking, fast typing Customer Support Advisors to join our team at our Cape Town offices.

POSITION INFO:
If you’re ready to step up to new and rewarding challenges, make this your moment by applying today.
What you’ll be doing
- Providing exceptional customer experience by addressing queries using multiple channels such as voice, email, chat and social media
- Identifying the root cause of the customer’s software or system issues and using system analysis and testing techniques to solve low to moderately complex application or system issues
- Developing and maintaining current knowledge of the campaign or account, support processes and procedures
- Assisting customers in gaining the most value from their products and services
- Identifying additional opportunities for solutions to benefit the customer''s business needs
- Using relevant software and tracking systems to record customer information, engagement or reported issues
- Escalating unresolved customer issues to appropriate resources or stakeholders
- Following through on commitments, communicating status of work, identifying and requesting assistance with barriers to progress
- Adhering to scheduled shifts, structured environments, procedures, metrics and departmental goals
 
What you’ll need
- Matric
- Accountancy at Grade 12 level (Preferable but not essential)
- Minimum 6 months’ experience or knowledge in accounting, bookkeeping, financials, business intelligence, information technology, logistics, sales or customer relationship management
- At least 6 months’ experience in a customer-facing role with the ability to build collaborative relationships with a service orientated attitude using positive language
- Minimum 6 months’ experience in contact centre on international campaign (Essential)\
- Experience in web chat or non-voice environment (Preferred)
- Digital, web chat, email exposure (Advantageous)
- Excellent command of English language - verbal and written
- Business writing skills (Essential)
- Strong listening, problem-solving and time management skills
- Advanced computer literacy, typing skills and ability to navigate multiple screens (Essential)
- Strong IT, PC navigational, problem-solving, administration and organisational skills
- Ability to understand, analyse and navigate through learned technical systems
- Ability to work late night shifts in a structured environment
- Clear credit and criminal records

NB! This job is now closed. You can apply for other jobs by uploading your CV.