Job purpose:
As a Support Agent, you'll be the first point of contact for our clients and vendors. You'll provide 24/7 customer support to our clients by taking calls, chat requests, or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.. This role requires a friendly disposition, communication skills and ability to resolve issues quickly and efficiently.
Qualifications
Bachelors degree/diploma in Computer Science, Information Technology or related field required
1 - 2 years' of experience in a technical support role preferred.
A+ (advantageous)
N+ (advantageous)
Requirements:
Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
Uses MS product and process knowledge along with discretion to respond to tickets.
Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Build knowledge articles, or flag the need for such content, when relevant articles are not available.
Provide timely updates to clients, when requested, on any pending requests or tickets.
Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
Produce breach and aging reports for tickets opened by the service desk.
Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.
Boardroom Appointments is a global specialist in Recruitment, Contract Staffing, Project Staffing, Temporary Employment Solutions, Training, HR Consultancy and Expatriate Mobility that operates extensively in Africa, EMEA, America, and Europe.
We have been industry leaders since 1989. Our dynamic team of recruitment and labour professionals has serviced hundreds of clients and placed thousands of candidates in various industries across the globe. We have gained invaluable insight and experience into global market trends and human resource workings.
We have specialized divisions that enhance our ability to service all clients in the following industries:
- FMGC
- Finance, Banking and Insurance
- Manufacturing and Processing
- Oil and Gas, Mining, Engineering and Construction
- Medical, Pharmaceutical and Health Care
- Logistics and Supply Chain
- Information Technology, Media and Telecommunications
- Waste Management and Sanitation Services
- Renewable and Alternative Energy
- Retail and Commercial Property
- Agriculture and Production
- Government and Public Services
- Call Centre and Customer Support Services
Today, Boardroom Appointments has a global candidate database and network, servicing clients around the world with all their Human Capital needs.
This experience allows clients to rely on us FULLY for all their talent needs, both permanent and temporary, while they focus on their core business.
We custom design solutions to perfectly fit our client's recruitment needs and form long-lasting relationships based on quality service and flawlessly fulfilled deliverables.
Our team is comprised of passionate and driven individuals who strive to maintain the best and most professional service to our clients.
We are focused, passionate, and we love what we do.
