Support Technician at Altron Managed Solutions

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 Managers.
•   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.

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 and Experience

•   Matric or other equivalent qualification preferable
•   A + and N + Qualification
•   Mechatronic diploma or equivalent preferable
•   Mechanical, Electrical or Electronic engineering diploma or equivalent
•   Strong Soft Skills
•   Must have a valid driver's licence and own reliable car
•   Must have experience in a corporate environment.

Knowledge

•   5- 7 years’ experience in maintaining equipment in an IT environment
•   Computer literate in relevant operating system
•   Mechanical skills
•   Electronic skills
•   Soldering skills
•   Fault-finding techniques
•   MS Office

Education

• National Certificate Level 4 (N4) / Grade 12  (Required)