Open Positions at Ignition Group

Description

The detail :

• Manage and fulfill all concierge requests that are uploaded on the intranet, including car license renewals, click & collect, laundry delivery and collection, and any other ad-hoc tasks that make Ignitioners’ lives easier.  
• Consistently execute tasks in a timely, proactive manner and keep employees updated on task progress, maintaining high standards of communication. 
• Collaborate with the EX team to plan and support all events, including sales incentives, rewards & recognition events, and other activities that contribute to a positive work culture. 
• Oversee EX expense claims, ensuring they are submitted on Expensify by the 5th working day of each month. 
• Coordinate and manage the daily operations and bookings for the on-site car wash service offered at Ignition. 
• Develop and propose creative strategies to boost awareness and utilization of concierge and EX services, including brainstorming campaigns and initiatives that promote enhance employee engagement. 

Requirements

Are you this person?  

• At least 3 years in a customer service or similar role  
• Branding / Marketing / Events experience is a bonus 
• Excellent organizational skills  
• Strong execution skills 
• Flexible with your time – events can be held outside of office hours 
• An eye for detail – our events are always high quality, no matter how big or small  
• Calm under pressure – can problem-solve in the moment  
• A YES attitude that aligns with Ignition’s culture  
• A natural team player. Always willing to help to get the job done 
• You care about people and making their lives easier  
• Strong and pro-active communication  
• Your own car and valid driver’s license  

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Responsibilities: 

Troubleshooting 

• Conducting in-depth analysis of reported issues to determine root causes. 
• Utilizing debugging tools, logs, and diagnostic utilities to isolate problems. 
• Collaborating with other technical teams to investigate complex issues that require specialized knowledge. 

Customer Support 

• Providing timely and courteous assistance to customers, ensuring their questions and concerns are addressed promptly. 
• Managing customer expectations regarding issue resolution times and providing regular updates on progress. 
• Empathizing with customers and demonstrating patience and professionalism, especially in high-pressure situations. 

Documentation 

• Creating clear and comprehensive documentation for internal and external use, including troubleshooting guides, API references, and release notes. 
• Ensuring documentation is regularly updated to reflect changes in products or services. 
• Organizing documentation in a user-friendly manner to facilitate easy access and searchability. 

Communication 

• Articulating technical concepts in a clear and understandable manner, tailored to the audience's level of expertise. 
• Actively listening to customer feedback and conveying it to relevant teams for consideration. 
• Providing timely and accurate updates to customers and stakeholders regarding issue status and resolution progress. 

Collaboration 

• Participating in cross-functional meetings to share insights and collaborate on resolving complex issues. 
• Advocating for customers by effectively communicating their needs and priorities to product development and management teams. 
• Building strong relationships with colleagues across different departments to foster a collaborative work environment. 

Continuous Improvement 

• Analysing support metrics and customer feedback to identify trends and areas for improvement. 
• Proactively suggesting process enhancements or tools that can streamline support workflows and improve efficiency. 
• Actively participating in training sessions and knowledge-sharing initiatives to stay updated on new technologies and best practices in customer support. 

Requirements

Knowledge, skills and attributes: 

• Working knowledge of Windows Operating Systems and iOS. 
• Working knowledge of the Microsoft Office suite of applications. 
• Demonstrates a professional attitude to all customers. 
• Good communication skills, both written and verbal. 
• Ability to prioritise and handle multiple issues simultaneously. 
• Attention to detail. 
• Good problem-solving skills.

Education and training: 

• National Senior Certificate or NQF 4 equivalent. 
• Degree in Information Technology, Computer Science or relevant field.
• Technical qualification, A+, N+, MCSE, Linux, Cisco or similar technologies.
• ITIL Foundation Certified (preferred) 

Experience: 

• Minimum 4-6 years relevant experience in a similar role.
• Experience with diagnostic and troubleshooting, including use of remote desktop applications and help desk software. 
• Experience in a service management and operations role and service desk environment. 
• Experience installing and configuring computer systems and applications. 
• Hands-on experience with Windows/Linux/Mac OS environments.