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End-User Support Agent
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General Details
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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Id Subtitle 1164333286
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CLS Human Capital Specialists
Selling for 3+ years
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Our client is looking for experienced Service Desk Consultants to support their stores
They are looking for individuals who are customer centric with integrity and excellent attention to detail. This position will be based at their Head Office in Cape Town.
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