Support Technician (George) at Altron Managed Solutions

Job Description

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).
•  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 in an end user computing environment. Human Capital
•  Ensure that all policies and procedures are followed according to the company requirement

Education

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