Support & Technical Engineer, Century City, Cape Town. Duties And Tasks/Essential Functions. Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet; Interact with customers to provide and process information in response to inquiries, concerns, and requests about Internet services; Gather customer’s information and determine the issue by evaluating and analyzing the symptoms; Diagnose and resolve technical hardware and software issues involving internet connectivity, email issues, voip issues.

Research required information using available resources; Follow standard processes and procedures; Identify and escalate priority issues per Client specifications; Redirect problems to appropriate resource; Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business; Follow up and make scheduled call backs to customers where necessary; Stay current with system information, changes and updates

Skill and Knowledge Qualifications: Proper phone etiquette; Ability to speak and write clearly and accurately; Demonstrated proficiency in typing and grammar; Knowledge of relevant software computer applications and equipment; Knowledge of customer service principles and practices; Effective listening skills; Willingness to co-operate with others and work to the greater good; Multi-tasking capabilities.

Education/Experience: To successfully fulfill the responsibilities of this position, the individual should have attained an A+ N+ certificate from a two-year technical college and have one (1) to two (2) years of related work experience. An equivalent of education and experience may be substituted.

Licenses: A must. Knowledge, Skills, and Abilities: The individual must demonstrate the ability to define problems, collect data, establish facts, and draw valid conclusions.

Send cv to: wesselg@comtel.co.za