Technician Support Co-Ordinator

Position Summary

Industry: IT & Internet

Job category: Call Centre and Telesales

Location: Gauteng

Contract: Permanent

Remuneration: Market Related

EE position: Yes

Introduction

The primary objective of a Technician Support Co-Ordinator is to uphold exceptional customer service standards for both Consumer and Corporate Technicians by ensuring optimal scheduling and efficient resolution of customer queries. The successful candidate will manage inquiries and complaints in a professional, competent, and timely manner, adhering to Trackers quality standards, values, and established Standard Operating Procedures (SOPs), while thriving in a fast-paced, high-pressure environment.

Job Description

Serve as the primary point of contact for Technicians across local and national regions, providing comprehensive support as required.
Assist Technicians in resolving issues related to product or vehicle information, alternative contact details, line items, addresses, and client communication.
Manage and monitor the technical support email inbox to ensure timely responses and resolution.
Collaborate with Support Agents to confirm technician availability and scheduling.
Follow up on task statuses with Technicians locally and nationally to ensure appointments are completed as planned.
Contribute towards operational efficiency by maintaining the agreed minimum target (e.g. 4.5 jobs per Technician per day) in support of overall revenue growth.
Monitor and live-track Technicians locally and provide national support to minimize missed appointments and enhance service reliability in line with policies and procedures.
Manually assign unallocated tasks by contacting clients to confirm new dates and times in line with relevant SOPs.
Verify newly allocated tasks on the day of the appointment to ensure accurate assignment.
Review upcoming scheduled tasks to identify and correct booking errors promptly.
Assess future bookings to identify opportunities for rescheduling and improved efficiency and subsequently liaise with clients to confirm revised dates and times.
Reallocate incorrectly booked tasks when feasible; otherwise, coordinate with agents to initiate rebooking.
Manage task reallocation or rebooking when Technicians are unable to meet scheduled appointments due to delays, testing issues, or installation challenges.
Promptly resolve system errors that prevent schedulers from booking tasks effectively.
Maintain direct communication with Technicians and customers as required to ensure smooth operations and excellent customer service.
Strictly adhere to the companys quality framework and standards (Voice & Data).
Ensure the accuracy and quality of the data captured on the Tracker systems are in line with the departmental SOPs.
Comply with Trackers quality assurance framework and standards across all interaction channels (voice, and digital), ensuring professionalism, accuracy, and a positive customer experience.
Adhere to approved call handling and objection-handling scripts, demonstrating consistency, product knowledge, and adherence to customer experience and compliance protocols.
Follow all SOPs and apply designated scripts or processes relevant to specific service level agreements (SLAs) or support requirements.
Ensure all customer interactions are conducted in line with quality, compliance, and relevant regulations, maintaining a high standard of integrity and service excellence.
Participate in regular quality evaluations and feedback sessions, applying recommendations to continuously improve communication skills and compliance performance.

Minimum Requirements

Matric
2 years general Contact Centre Experience.
1 year scheduling experience is required.
A proven track record of demonstrating excellent typing and accurate data capturing skills
Exposure to logistics and route/resource planning
Computer literacy.

Required Competencies