Tech Support Customer Service Representative

Deliver an exceptional customer experience by assisting customers in resolving inbound technical service enquiries in a call center environment.
Achieve service levels in compliance with company directives.
Duties and responsibilities:Responsible for resolution of customer queries with high professionalism from the moment of escalation in line with given timelines as per SLAUnderstanding and ownership of customer queries and complete management the process to resolve issues escalated.Assist and resolve incidents according processes and procedures.Resolve FTTH issues through effective troubleshooting and configuration.Ensure excellent customer service and effective and efficient problem-solving.Preserve and build relationship with customers and other stakeholders on behalf of the business.Effectively follow up on calls including other key commitments made to clients.Reduce escalated incidents in line with SOPs and policy.Provide exceptional support to the rest of the team inclusive of 2nd line up Field Engineers.Submit reports including progress reports and analysis of information and statistics.Data capture customer info, escalated incidents and the processing of the ticket dataEducation and Experience:MatricEnglish language proficiencyMinimum 1 year inbound technical support experience within a center required Typing speed of minimum 35 wpmKey Competencies and Skills:Excellent communication skillsTech support persuasivenesstenaciousnegotiation skillsstress toleranceeffective time managementSalary and rates including allowances, incentives: Whilst in training/probation you will receive a basic of R6020 for 3 monthsAfter 3 months depending on your performance (getting above 67% FCR) you will then receive a basic of R7000Adherence Incentive – R1000Vodacom incentive breakdown – 65% FCR = R500 / 69% FCR = R1000 / 72% FCR = R2000 (First Call Resolution)Potential earnings of up to R9000Days & times of work:The operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 - Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) – 365 days a year, including public holidays.