Technical Support Advisor at Concentrix

Job Description

• Are you looking for an opportunity to jumpstart your career in the service industry? Now is your time to shine with Concentrix in This is an exciting role for someone passionate about creating and maintaining the best customer experience.
• Your key purpose will be to help, advise and resolve customer issues by being truly customer-centric and putting our customers at the heart of everything you do, working on an internationally innovative campaign with a salary of R8000.
• You’ll be working on-site from our vibrant Cape Town office, where creativity meets cutting-edge technology. All the while, you’ll become part of a community of like-minded individuals who become friends for life.

Job Requirement: 

• Minimum of Grade 12 / Matric (Essential)
• 24 Months call centre (International) – Customer Service OR Min 1 year experience either second-tier resolution, team leader role or NOC experience
• Language Level B2
• Experience in a technical organisation preferred 
• Highly Computer literate 
• Experience with ticketing systems 
• Experience with IVRs (Phone systems) 
• Experience with the use of WhatsApp or Chat for support 
• Experience in using QuickBase or similar CRM tools 
• Experience using Google Suite (Gmail, Google Drive, Google Docs, Google Sheets, etc.) 
• IT, PC navigational, problem-solving, administration and organisational skills 
• Ability to understand, analyse and navigate through learned technical systems 
• Ability to work late-night shifts in a structured environment 
• Clear credit and criminal records (Essential)

What is in it for you?

In this role, we offer benefits that help you support your unique lifestyle:

• A monthly salary of R8000
• Medical aid for the main member / medical insurance for the employee and two dependents
• Pension Fund
• Subsidised transport
• Fantastic Employee Assistance Programme (EAP)
• Group life cover
• Access to financial well-being sessions, will writing sessions and stress management sessions
• Team building and upskill training opportunities
• Interactive and inclusive company culture

What you will do in this role

• Deliver excellent customer and technology services via the Service Desk channels
• Use service monitoring tools to aid the problem-solving and service delivery
• Use automation where possible to support the automatic resolution or mitigation of issues
• Support, develop and coordinate the effective functioning of business applications
• Contribute to the planning of application scalability, configuration changes and releases
• Providing virtual support for staff working remotely.
• Interact with internal teams and 3rd party vendors as appropriate as part of the supply/delivery/support chain
• Handle escalated Service Desk tickets, incident management and service requests as appropriate
• Resolve escalated customer and supplier/vendor issues.
• Develop and demonstrate an understanding of customer and business needs.
• Participate and assist in driving the knowledge management process.
• Participate in IT-related projects.
• Assist with the creation, distribution and analysis of operational, business and financial reporting.
• Maintain current knowledge of industry trends and potential impact on the support business.