As a member of our Support team, you are the first point of contact for customers and as such, you form part of the team that helps customers resolve issues and minimise the impact to their business. We strive to resolve customer queries by providing the best customer experience with the quickest resolution.

A SNAPSHOT OF YOUR ROLE

  • Provide first class customer service/support via telephone, email, chat, and any future channel

  • Conduct preliminary investigation: replicate, validate, and troubleshoot issues/tickets raised by customers

  • Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly

  • Communicate proactively with customers using clear, professional, and effective communication

  • Leverage all approved internal knowledge base to deliver up to date service to our customers

  • Partner with Business Analysts to improve the customer experience through product design enhancements after software updates/upgrades are released

  • Provide remote support of related hardware components including integrated card readers, POS terminals, self-service Kiosks and associated peripherals

  • Ticket ownership including ticket creation, update, escalation and escalation notes, resolution, and closure

  • Create, document, and share technical procedures and knowledgebase articles for the overall improvement of the department's competencies

  • Responsible for self-developing skills and technical knowledge on new and existing products and features

  • Monitor customers' system proactively to identify and resolve issues

  • Comply with confidentiality and license agreements

  • Remain knowledgeable of customer and partner relationships

A BIT ABOUT YOU

  • Excellent customer service and communication skills both written and verbal

  • Practitioner ability to communicate technical concepts to both technical and non-technical customers

  • Practitioner ability to build strong relationships with customers and with team members

  • Practitioner ability to meet deadlines

  • Practitioner level of troubleshooting, problem solving, and critical thinking skills

  • Practitioner level of internal and external conflict resolution and negotiation skills

  • Practitioner level of understanding and experience working with Windows OS, SQL, networking, TCP/IP

  • Demonstrate good judgement using facts and analytics

  • Handle customers with patience, tact, and empathy

  • Highly organized and efficient with strong attention to detail

  • Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies

  • 1-3 years’ experience working in a fast-paced customer service/support role in call centre environments is preferred

  • ITIL certification or experience working with ITIL Framework and Processes is desired

  • Bachelor’s degree in Computer Science or equivalent education/work experience

  • Flexible work schedule and weekend shifts are required

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