Job Purpose
The purpose of the job is to provide a focal point for customers to contact Stowe's support-departments for assistance. The System Engineer 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 queriesRegularly update all customers with progress-information and estimated times to completionRegularly follow-up on outstanding queries with other entities who are involved with specific requestsBe 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 customerTelephonically and remotely identify, diagnose and resolve all requests to the best of his / her capabilityEscalate to other support-entities (colleagues, other departments, other service providers) where personal resolution is unachievableRecognise and alert the team leader of trends in customer callsTrain and mentor junior technicians.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 softwareEnsure that all auxiliary fields in the call-logging software are completed accurately and updated as further information becomes available (e.g. call-source, contact-details, CI-selection, call-categories, severities, etc.)Accurately capture all information pertaining to resolution-attempts in the journalsEscalate observations where the call-logging software is incorrect or incomplete in order to further improve accuracy of recordsTo adhere to company policies and procedures code and regulationsYou may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.Competencies Attention to detailInitiatives and Self-motivationCoaching and MentoringInterpersonal relationshipsProfessionalismGood written and verbal Communication skillsGood time-managementTechnical skillsYou may be required to work overtime outside the scheduled shift- and standby-allocation on management request.
Minimum Requirements Matric
A+ and N+ or similar qualification
At least 3-5 years experience in a similar role
Job Types: Full-time, Permanent
Pay: R8000,00 - R9500,00 per month
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