Datafin

Technical Support Agent (1st Line Support)

IT – Support
Cape Town – Western Cape

ENVIRONMENT:
A fast-paced provider of IT solutions seeks a highly skilled Technical Support Agent to provide superb 1st line technical support to its remote customers. You will resolve user problems, interact with users via email, phone & online chat and record all user engagements in the CRM system. The ideal candidate requires strong communication skills, have 3 years work experience in a similar role in a technical call centre environment with demonstrable IT experience including hardware support & networking and a good grasp of Linux instructions.
 
DUTIES:
  • Deliver exceptional technical support service to resolve user problems.
  • Interact with users via email, phone, and online chat.
  • Record all user engagements in the CRM system.
  • Identify problematic system trends/problems and alert management.
  • Work over weekends or public holidays on alternative weekends & public holidays.
 
REQUIREMENTS:
  • A minimum of 3 years in a technical call centre environment.
  • Demonstrable IT experience, including hardware support and networking.
  • Good IT skills, including a good grasp of Linux instructions.
  • Ability to learn new technical skills rapidly.
 
ATTRIBUTES:
  • A great positive attitude and interpersonal skills.
  • Excellent verbal and written communication skills. 
  • Punctual and time management skills.