$ads={1}
Job Purpose
The purpose of the job is to provide a focal point for customers to contact Stowe’s support-departments for assistance. The Junior System Technician receives and responds to any inquiries or requests for technical assistance from customers. He/she provides possible solutions, assigning support actions to other departments where needed.
Key Responsibilities
- Professionally respond to and assist with all customer queries
- Regularly update all customers with progress-information and estimated times to completion
- Regularly follow-up on outstanding queries with other entities who are involved with specific requests
- Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.
- Process support or information-requests from various sources (phone, email, logging-system integration, etc.) for the purpose of providing solutions to the customer
- Telephonically and remotely identify, diagnose and resolve all requests to the best of his / her capability
- Retain ownership of support-call and diligently manage to resolution
- Escalate to other support-entities (colleagues, other departments, other service providers) where personal resolution is unachievable
- Before creating a new support- or information-request record verify that the same request is not captured already.
- Create the initial record for & accurately capture any reported support- or information-request in the call-logging software
- Accurately capture all information pertaining to resolution-attempts in the journals
- Escalate observations where the call-logging software is incorrect or incomplete in order to further improve accuracy of records
Policies and Procedures
- To adhere to Stowe’s company policies and procedures code and regulations
- You may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.
Competencies (10%)
- Attention to detail
- Initiatives and Self-motivation
- Interpersonal relationships
- Professionalism
- Good written and verbal Communication skills
- Good time-management
- Technical skills
You may be required to work overtime outside the scheduled shift- and standby-allocation on management request.
Minimum Requirements
- Matric
- A+ and N+ qualification
- At least one year Technical Service Desk experience
- Good customer services skills
Job Types: Full-time, Permanent
Salary: R5,500.00 - R6,500.00 per month
Education:
- Diploma (Required)
Experience:
- Service Desk/Helpdesk: 1 year (Required)
$ads={2}
