Escalations Support Agent

Applications are invited for the Escalations Support Agent positions to be based in Tshwane, Plattekloof and Potchefstroom.

Purpose Of The Role

The Escalations Support Agent is a shift basis role in customer facing call centre. The agent will work with complex customers and handle escalation from failed first contact customer queries to identify the reason it failed which will follow an improvement process to avoid a repeat. They will also deal with the VIP queue.

Key Performance Areas would include, but are not limited to:

Mos

• Attend daily MOS sessions and ensure that all triggers for the previous shift are recorded.
• Take ownership and accountability to resolve and follow up on escalated triggers.

Occupancy

• Achieve daily occupancy target related to the availability standard.
• Be online at least 10 minutes prior to start of shifts.
• Update status when On Queue and attend to Walk-In Customers, attend training or meetings.

Continuous Improvement

• Be well versed in all available training material.
• Follow troubleshooting guides and escalate, report and improve on deviations from standards.
• Escalate unresolved queries to team leaders for assistance and review support standards.

First Contact Resolution

• Identify and resolve customer root causes with first call, unless escalation is required to Config & Analyse or Field Services for a callout.
• Tickets to be closed or escalated at the end of each conversation, before the next conversation is started by the end of a shift.

Key Outputs

• First Call Resolution
• VIP customer support
• Escalation Support
• MOS (Second Meeting Leader)
• Innovation contributor

The Successful Candidate Must Have The Following Experience/skills

• 2 to 3 years experience as a Technical Support Agent.
• Minimum of 3 years experience working with Wireless and Wi-Fi routers.
• Good grasp of routing and switching.
• Ability to work independently and part of a team
• Ability to work quickly and accurately and under pressure.
• Analytical
• Customer service skills
• Problem-solving skills
• Time management skills
• Communication skills (written and verbal

Education Requirements

• Grade 12
• N+ and A+ certification
• Additional ICT qualification i.e. MTCNA or IT Engineering will be advantageous

Please Note

• Preference will be given to Previously Disadvantaged Individual candidates in line with Herotels Employment Equity Plan.
• Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information.
• Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.