Help Desk & Contact Centre Agent

Help Desk & Contact Centre Agent

Our client, an information technology solutions, and services company is looking for a dynamic and motivated individual to fill the post of Help Desk & Contact Centre Agent.

The Role

The Help Desk & Contact Centre Agent will report to the Supervisor of Customer Service & Merchant Services and will be responsible for:

• Handling inbound/outbound calls, basic troubleshooting, and escalating issues for resolution when necessary.
• Logging and assigning support requests and following up on open support issues until completion.
• Following up by telephone, email or other mediums within 48 hours, on completed service calls, to confirm customer satisfaction.
• Dispatching Technical Representatives to customers’ locations.
• Ensuring that all configuration details received from the client are downloaded according to the service level agreement.
• Entering data for the Help Desk/Customer Service unit, report creation, and providing general administrative assistance.
• Updating electronic and manual customer records daily.
• Assisting with the completion of in-depth inventory analysis to ensure accuracy.
• Ensuring that stock levels are efficiently maintained in keeping with customers’ expectations.

The Candidate

The Help Desk & Contact Centre Agent should:

• Have a minimum of five (5) CXC General passes, including English and Maths.
• Have a minimum of 3 years’ experience in a Help Desk or Contact Centre
• Be able to effectively handle calls within a Contact Centre environment.
• Have experience with troubleshooting problems on Verifone machines, computers, or cellular phones etc.
• Be able to work well under pressure and manage multiple tasks.
• Be proactive and a team player.
• Be able to effectively communicate with individuals at all levels.
• Possess excellent time management and analytical skills.
• Be able to meet very tight deadlines with minimal supervision.
• Be able to work day and night shifts, including weekends and public holidays.
• Be proficient in the use of Microsoft Office including Intermediate Excel.