HELPDESK AGENT/ CUSTOMER SUPPORT CENTER REPRESENTATIVE (1ST IN SOUTH AFRICA

HELPDESK AGENT/ CUSTOMER SUPPORT CENTER REPRESENTATIVE (1ST LINE IT SUPPORT) (This is strictly an employment equity position) R PM CENTURY CITY NO SHIFTS!!!! - MON to FRI 8am to 5pm A leading brand in office automation and printers has achieved high levels of success partly due to their commitment to ensure excellent customer service and back up. Their sales agreement stipulates “Our professional help desk provides multiple levels of support and our well trained Support Center Representatives are available to assist you, the client, in the supply of consumables/parts, technical support and dispatching of trained technicians when necessary. The Support Center has one objective – to find a solution efficiently and quickly.”   This is a great opportunity to join the Service Desk Center which is a small in and out bound call center where duties include: Answer incoming and dealing with calls to the service desk Log incoming service calls and emails for service request and consumable orders Assign calls to service technicians and follow up ensuring that the call is managed through to closure Respond to email queries or requests Provide accurate quotations to clients for service requests, parts and consumable orders Ensure service calls are logged off on completion of task and accurately recorded on the system Ensure all stakeholders are communicated with regarding the status of their service call Ensure parts requests are captured and followed up Ensure Technicians boot stock is logged off correctly Filing of completed job sheets daily Escalate potential problems to Call Center Manager for immediate action Perform all general admin and record keeping in line with company systems Switchboard relief on an ad hoc basis.   Requirements in order to qualify to apply to this opportunity: Matric Non-smoker Basic understanding of ITIL IT technical support experience (at least to level 1) preferred Help Desk/ Call Centre/Customer Service Desk experience gained in any of the following technical environments: IT /Online Banking/ MWeb or Telkom Internet connection support/ Office Equipment. IT technical support experience preferred Initiative and high customer service ethics Bilingual – Able to communicate in English and Afrikaans   Only Candidates who meet the stipulated requirements and who currently live in the greater area of Cape Town are invited to submit an updated CV to mail to recruitment at salesmark dot co dot za stating your reason for having left your previous place of employment. Supporting documents will be required as well as contactable reference details. Thorough reference and credential checks will be conducted We endeavor to respond to all applications, but due to excessive high volumes of CV’s submitted this is not always logistically possible. Thus if you have not heard from us in within 14 days your application will have been unsuccessful. We thank you for your interests in our advertised position and regret that we were unable to send you a personal reply.