Our client in the call center space is looking for a VPS 1st line technical support, to assist with technical and integrated solutions to external clients on all the companiesâ€ products to ensure operational service and excellence. Itâ€s a 6-month contract. IT-related degree, A+ and N+ will be an advantage. 1 yearsâ€ experience dealing with VPS 6-12 months call centre experience in a banking or telecoms environment Answering customer calls and performing troubleshooting steps to ensure client site stays functional (diagnose root causes, identify solutions, and resolve problems). Log calls with a field support technician when required. Achieve call answer, log, and solve ratios for performance and audit purposes. Facilitate ad-hoc project requests such as outbound calls and database updates. Log all calls via CRM using the correct logging process e.g., select correct fault codes. Monitor SLAâ€s and follow-up on calls to ensure they are serviced within SLA. Assign and close calls correctly after technicianâ€s site visit. On boarding Merchants for VPS companies Prepare ad-hoc customer SLA reports, activity and monitoring reports (extract information from platforms e.g., CRM/Smart link, identify trends and propose solutions). Pro-active monitoring of customer products in the field (online/offline/needs replacement). Adhere to the Support Process for Outsourced Services including SLA management. Escalations as required to third parties (mobile networks, integrated solution suppliers).