Summary and Purpose of the Job:Do you have a passion for offering excellent customer service and helping our customers with problems to get to the right place for support? Do you have an interest in technology and understand the key elements of IT, telephony, and connectivity? If this is you, we have the perfect opportunity.We are looking for enthusiastic individuals to join our dynamic and expanding team. You'll become part of our new Cape Town-based Support Team, working with Service Desk engineers and consultants, supporting our customers, providing a first-class service, and gaining vital knowledge, skills, and experience along the way.In this role, you will be the first point of contact for our customers, so you will need to be a clear, confident, and professional communicator. You will play a key role in the team meeting the high levels of service we strive to deliver. This role will give you exposure to our impressive portfolio of IT products and services, helping to drive forward your knowledge and progression.If you want to further your career with a vibrant and fast-paced organization, this is the role for you.Responsibilities:First point of contact for our customers seeking technical assistance via phone and email.Working as a team across a 24/7 environment.Monitoring CCTV and responding to alerts.Initial triage of IT, telephony, and network issues, escalating to resolver teams as required.Validate customers' requests to ensure that they are entitled to the service requested.Coordinating with other teams to ensure customers' requirements are escalated accordingly.Follow defined processes, ensuring that customers are dealt with effectively.Offer advice and support to customers in a professional manner.Focus on developing your skills with the support of other team members.Experience / Skills Required:Excellent verbal & written command of the English language.Exceptional customer service skills.Knowledge of technology / IT terminology.Confident communicator via email, telephone, and video call.Desire to learn new products and technologies.Can-do attitude.Possess a logical approach to troubleshooting.Ability to prioritize and handle multiple activities at any given time.Beneficial Experience / Skills:Previous experience in a busy customer response environment.The Following Certifications Would Be Beneficial:National Senior Certificate (or equivalent).Conditions and Benefits:A dynamic and supportive work environment with opportunities for career growth.48 working hours per 8-day period.Competitive salary and benefits package.Medical package.Opportunities for professional development and certifications.Friendly and inclusive work culture.
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