Potchefstroom: Helpdesk Agent – Potchefstroom posted by The Talent Room

About the Role

The Technical Support Agents provide friendly and efficient first line support, as well as core advanced customer support through trouble shooting and timely first call resolution. Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network related queries pertaining to various hardware (a wireless router or access point) and occasionally VOIP (Voice over IP). The Technical Support Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, Distant-Desktop, Route This and e-mail) using the client’s ticketing and, Route This and e-mail). Calls that cannot be resolved are escalated appropriately. The call center operates daily from Monday to Sunday, between 7:00 AM and 10:00 PM.

Key Responsibilities

• Provide first-call resolution support to customers through various communication channels.
• Provide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.
• Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.
• Record support requests in the client’s ticketing system
• Aim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customers
• Providing updates at least hourly or daily as necessary.
• Consistently monitor Microsoft Teams and WhatsApp for messages.

Requirements

• Analytical thinking
• Ability to work independently
• Customer service skills and/or great Interpersonal skills
• Problem-solving and Time management skills
• Technical aptitude
• Good Communication skills (written and verbal)
• Basic understanding of PC hardware setup and configuration will be advantageous
• Knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches is required

Qualifications

Grade 12 / Senior Certificate.

Salary & Benefits

The salary for this position will be negotiated based on the candidate’s qualifications and experience.