First Line Support Consultant | Permanent | South African based (Johannesburg)

First Line Support Consultant | Permanent | South African based (Johannesburg)

SCOPE OF THE ROLE

A global company with their HO situated in the UK, with a strong base in South Africa & Germany are growing their Software Resource team and are seeking a First Line Support Consultant.

Core role:

Correctly handle customer, colleague, and supplier support queries at the first point of contact, as such you are expected to:

• Receive and respond to customer inquiries that come through a range of networks, via call/e-mail with prompt, accurate, and courteous replies.
• Logging and tracking the details of customer requests and problems as tickets.
• Identify the types, categories, severity, and urgency of the ticket.
• Provide technical/non-technical phone support to customers.
• Provide remote support and/or remote maintenance customers.
• Control and follow up customer tickets in order to comply with customer's Service Level Agreement.
• Act as a further escalation point for unresolved or escalated calls.
• Route customer tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure.
• Escalate the ticket to Team Leader when the ticket is going to miss SLA or has a risk to miss SLA.
• Accelerate complex cases to higher-level IT/software development support specialists if unable to resolve, by providing details about the issue so that it can be resolved effectively
• Provide a report to the customer upon request.
• Maintain and/or update customer information in the Service Desk System.
• Participate and assist in driving the knowledge management process.
• Others as assigned by the Team lead

BEHAVIOURAL COMPETENCIES

• Accountability - Ensure sustainability and readiness of the work environment in tackling and building accountability and responsibility
• Customer Focus - Establish long-term perspective to address customer interests
• Communication and Influencing - Create the environment to use a wide range of communication methods, building support with key stakeholders
• Teamwork/Networking - Builds commitment to effective teamwork and relationship building
• Personal Capability- Technical / professional expertise, practices self-development, values diversity, integrity, emotional and social intelligence

SKILLS & KNOWLEDGE

• Internal and external customer focus
• Good communication skills
• Ability to deal with people and offer support
• Ability to identify potential problems and provide and implement solutions
• Workable knowledge of the solar industry would be advantageous

QUALIFICATIONS & EXPERIENCE

• Previous experience in 1st Line support role
• Technical knowledge of computers, operating systems, and widely used computer applications
• Understanding of Enterprise anti-virus suites
• Good understanding of MS Office suite of applications
• Systems administration
• Software diagnosis and testing
• Audit monitoring
• Log monitoring
• MS Windows
• MS Server
• MS SQL Server

Suitable candidates to contact Diane on:

Email: [email protected]

Mobile: +27 82 643 4359

WhatsApp: +27 83 685 0688