Job Description : MAIN JOB PURPOSE
MAIN JOB PURPOSE
Act as a liaison, provide product / services information and resolve any emerging problems that our clients might face with accuracy and efficiency.
Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
First time fix rate and recall rate under the stipulated requirements.
Maintain customer relationship
Be productive based on the calls allocated to them.
Ensure that they comply with all Quality Management System (QMS) procedures provided by the Field Service Managers (FSM).
Maintain and manage sufficient boot stock.
Complete administration within time frames as per policies.
Action and close new calls within customer Service Level Agreements and Mean Time to Respond / Mean Time to Complete.
Technical support, maintenance, troubleshooting on retail machines and Automated Teller Machines (ATMs).
Job Requirements : Qualifications :
Matric or other equivalent qualification preferable
S4 or N6 Electrical Engineering Certificate
A + and N + Qualification
Maintain & install IT related equip
Maintain and install IT related equipment
Telephonic and remote support
Communication (Written and Verbal) - Clear, concise, good command and conveyance of language
MS Office skills
Hardware and software support
Fault finding methodologies
Soft- and Hardware troubleshooting - 2 years (Essential)
Computer literate in relevant operating system
Attention to detail
Dedication to Customers