First Line Analyst - Cape Town at Computacenter

What you’ll do

• First line response and resolutions.
• Customer interaction, triage and information gathering.
• Utilise cutting- edge analytics platforms to pro-actively and reactively resolve end user technical issues.
• As a successful Customer Experience Associate, you will proactively answer customer inquiries through our multiple channels including phone calls, self-service channels, and live chats.
• Maintain a positive attitude and focus on customer satisfaction, as your primary duty.
• Utilise your active listening skills and proficient writing skills to take control and promptly resolve end user customer issues, and to ensure maximum client satisfaction.
• Apply your ability to follow processes and knowledge best practises to deliver the best service outcomes for every end-user engagement.
• Work collaboratively cross functionally to identify and drive improved efficiencies and solutions.

What you’ll need

• Grade 12 or equivalent NQF level 4 information technology diploma.
• Good working knowledge of Microsoft Office 365 applications.
• Availability to work across a 24 x 7 shift pattern.
• A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
• Good degree of eloquence - high verbal and written skills in English are an essentail skill to converse with our Global user community.
• Dynamic with a good understanding of empathy.
• Able to operate as part of a high performing team.
• Drive and energy to contribute to a fast paced, ever-changing environment.
• Have an analytical, logical and inquisitorial approach when dealing with customer queries or matters.
• Demonstrate clear purpose, enthusiasm, and commitment to a speedy and successful resolution.
• High attention to detail and ability to follow and implement best practice processes.
• Situational awareness and ability to use varying styles of communication to suit the occasion and the audience.
• Innovative and growth mindset.
• Self-motivated with the ability to work unsupervised.
• Must be punctual and deadline driven.
• When working from home, a stable and highspeed connectivity in a reliable fibre area and LTE connection is essential to run the service (video is required).