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We are intently focused on the advances in technology that will best serve the core business requirements of our clients. Our objective is to enable medium to large enterprises to offer future focused services and end-to-end technology driven solutions in Africa, and beyond.
Job Description
Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency.
Customer Relationship Management
• 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.
Internal Processes
• 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, trouble shooting on retail machines and Automated Teller Machines (ATMs).
Human Capital
• Complete own training and development objectives as per agreed timelines in the personal development plan.
• Ensure that all policies and procedures are followed according to the company requirement.
Job Requirements:
Qualifications & Experience:
• Matric or other equivalent qualification preferable
• A + and N + Qualification
Knowledge
• 2 years’ experience in maintaining equipment in an IT environment
• 1- 2 years POS/Electro-Mechanical Skills/Person which was in a Technical High School experience will be an advantage
Skills
• Computer literate in relevant operating system
• Mechanical skills • Electronic skills • Soldering skills
• Fault-finding techniques
• MS Office
Attitude/ Behaviour:
• Communication • Perseverance
• Attention to detail
• Dedication to Customers
• Flexibility
• Self-Development
• Integrity
• Problem Analysis
• Output orientated
Education
National Certificate Level 4 (N4) / Grade 12: Grade 12 (Required), National Diploma: Information Technology (Required)
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