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Introduction
An educational software company situated in Stellenbosch is seeking a End-User Support Agent with at least 3 years experience to join their technical 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
End User Support 90%
? Solve problems for end users to get the communication products working on their devices.
? Solve problems to be as effective and efficient as possible in reducing the time spent with each query.
? Follow all required processes on the ticketing system.
? Escalate queries with discretion.
? Respond to Connect support queries sent via Online chat functionality.
Administration 7%
? Act as 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.
Competencies
Essential Competencies
? Interpreting Data
? Resolving Conflict
? Understanding People
? Articulating Information
? Convincing People
? Establishing Rapport
? Following Procedures
? Producing Output
Important Competencies
? Adopting Practical Approaches
? Providing Insights
? Examining Information
? Empowering Individuals
? Making Decisions
? Thinking Positively
? Inviting Feedback
? Valuing Individuals
? Showing Composure
? Embracing Change
? Checking Things
? Upholding Standards
Salary Offered
R 17 000 CTC
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