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Technical Officer - Customer Resolution Centre
Location
Parkland 2 - 1st floor
Closing Date
01/07/2021
Description

Provide Level 1 & Level 2 Technical Support for retail customers to resolve service interruptions related to Internet, E-mail, and Voice services, Wi-Fi, Applications and Devices within the agreed service level agreements (SLA) while ensuring highest customer experience.

The Job:

  • Attending to the calls received through Broadband TAC technical hotline. Hotline consists of Fixed Broadband Technical Support, Smart Device Technical Support, Mobile Technical support and any transferred call from CC.
  • Interact with customers to provide information in response to inquiries, Complaints and requests about Technical issues / difficulties.
  • Gather customer’s information and determine the issue by evaluating and analysing the symptoms.
  • Diagnose and resolve hardware and software issues of the service provided to the customer.
  • Offer alternative solutions where appropriate with the objective of retaining customer.
  • Redirect call to an appropriate resource/hotline if not able to support within the divisional scope.
  • Handling customers in a professional manner while achieving set qualitative and quantitative Service level targets and update all required CRMs.
  • Identify and escalate priority issues per Client specifications.
  • Follow up and make scheduled call backs to customers where necessary.
  • Stay updated with system information, changes and updates.
Entry Requirements

The Person:

  • NVQ level 5/IVQ level 5 qualification is compulsory.
  • HNDE/NDT/NDES/Diploma in Technology / Advanced Diploma in Telecommunications Technology.
  • 1-2 years of experience is an added advantage.