Agent: Technical Support at Capitec Bank

Purpose Statement

• To provide a support service to the Capitec Bank branch environment by ensuring technical queries are responded to and resolved within the contracted service level agreement.

Experience
Minimum:

This role is suitable for first entry into employment. 
Ideal:

• Telephonic technical support experience, preferably in a Service Centre environment
• Qualifications (Minimum)
• Grade 12 National Certificate / Vocational in Grade 12 National Certificate

Qualifications (Ideal or Preferred)
A relevant tertiary qualification in Information Technology - Technical Support or Similar
Knowledge
Minimum:

• MS Office suite (Basic)
• Cooperation and relationship building with peopl

Ideal:

• Basic IT Hardware and Software Support 
• Client Service principles 

Skills

• Communications Skills
• Analytical Skills
• Attention to Detail
• Interpersonal & Relationship management Skills

Competencies

• Achieving Personal Work Goals and Objectives
• Achieving Personal Work Goals and Objectives_Driving for Results
• Coping with Pressures and Setbacks_Maintaining Work-Life Balance
• Delivering Results and Meeting Customer Expectations_Meeting Basic Work Expectations
• Analysing_Evaluating and Implementing Ideas
• Adhering to Principles and Values_Showing Community and Social Responsibility
• Coping with Pressures and Setbacks_Managing Stress
• Following Instructions and Procedures_Accepting Direction
• Adhering to Principles and Values_Acting with Integrity
• Delivering Results and Meeting Customer Expectations_Serving Customers
• Achieving Personal Work Goals and Objectives_Accepting Responsibility
• Adapting and Responding to Change_Acting as a Champion for Change
• Following Instructions and Procedures_Following Policies and Procedures
• Working with People_Resolving Conflict
• Relating and Networking_Establishing Relationships
• Deciding and Initiating Action
• Adhering to Principles and Values
• Adapting and Responding to Change
• Analysing
• Achieving Personal Work Goals and Objectives_Driving Continuous Improvement
• Presenting and Communicating Information
• Following Instructions and Procedures
• Following Instructions and Procedures_Managing Risk
• Adhering to Principles and Values_Demonstrating Beliefs and Principles
• Working with People_Teaching
• Presenting and Communicating Information_Communicating Effectively
• Working with People_Demonstrating Self-Insight and Awareness
• Relating and Networking
• Working with People_Attentive Listening
• Following Instructions and Procedures_Managing Meetings
• Deciding and Initiating Action_Making Accurate Judgments and Decisions
• Following Instructions and Procedures_Working Safely
• Analysing_Thinking Broadly
• Presenting and Communicating information_Presenting and Public Speaking
• Analysing_Solving Complex Problems
• Delivering Results and Meeting Customer Expectations_Championing Customer Needs
• Analysing_Using Math
• Working with People_Sharing Information
• Adapting and Responding to Change_Adapting to Change
• Analysing_Working with Financial Information
• Relating and Networking_Managing Political Situations
• Relating and Networking_Creating and Maintaining Networks
• Working with People_Adapting to Others
• Working with People_Showing Caring and Understanding
• Analysing_Critical Thinking
• Relating and Networking_Interacting with People at Different Levels
• Adapting and responding to change_Working with Diverse Populations
• Delivering Results and Meeting Customer Expectations_Delivering High Quality Work
• Analysing_Testing and Troubleshooting
• Analysing_Reading Effectively
• Following Instructions and Procedures_Managing Time
• Coping with Pressures and Setbacks
• Working with People_Demonstrating Appreciation
• Adapting and Responding to Change_Supporting Change
• Achieving Personal Work Goals and Objectives_Pursuing Self-Development
• Working with People_Building and Supporting Teams
• Deciding and Initiating Action_Acting Decisively
• Working with People_Assessing and Understanding People
• Working with People_Managing from a Distance
• Coping with Pressures and Setbacks_Displaying Confidence and Composure
• Working with People_Supporting Coworkers
• Adapting and Responding to Change_Working with Ambiguity
• Coping with Pressures and Setbacks_Demonstrating Tenacity and Perseverance
• Deciding and Initiating Action_Demonstrating Initiative
• Delivering Results and Meeting Customer Expectations
• Working with People

Additional Information

• Willingness to work or be available overtime and / or weekends if required
• Clear criminal and credit record
• Ability and willingness to work in an open plan environment
• Must have access to transport (personal/public)
• Contactable via own mobile phone
• Willing and able to use own home as a formal office / base of operations (including space for ad hoc storage of paperwork, stock, etc.)