HELPDESK SUPPORT CONSULTANT
HELPDESK SUPPORT CONSULTANT
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1-3years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Our client is a dynamic Business Information Systems Consulting firm and an equal opportunity employer. They operate across a range of industries including banking financial services manufacturing fast-moving consumer goods and recruitment throughout Africa and the Middle East. Their service offering includes project management software implementation product development across various platforms as well as e-commerce solutions.
They strive to be the best at what they do and to achieve this they seek individuals who bring commitment drive and a positive attitude that contribute to delivering winning results.
Role
The ideal candidate for this role will be responsible for resolving customer queries by providing telephone and electronic query resolution services. You will need to provide an exceptional customer experience to ensure customer retention.
Activities will include:
Provide an exceptional customer experience
- Appropriately manage all customer queries via phone and email;
- Ensure a polite friendly efficient and professional service is provided always;
- Take responsibility for all calls by ensuring that advice is always given in the customer s best interests;
- Ensure all calls are resolved per SLA guidelines.
Resolve customer queries effectively and efficiently
- Attend to logged customer queries in line with query resolution principles established by the company;
- Contact customers in order to gain information provide feedback and follow through on resolving and tracking their queries;
- Report issues and variances that affect customer queries to management and other departments ensuring that unresolved queries are escalated appropriately;
- Improve the customer experience and service delivery by providing excellent verbal and written customer service;
- Escalate more complex issues to the relevant account manager or technical team;
- Adhere and meet all service level agreement target
- Grade 12
- IT Qualification;
- SQL Reporting Services (nice to have).
- Applicants must be eligible to work in the Republic of South Africa.
Requirements
Skills and Qualifications
- Minimum of 2-3 years Customer Software Support experience
- Effective communication skills (verbal and written);
- Must be literate in:
- Microsoft 365 Office Suite
- Jira Helpdesk or Similar Helpdesk tools
- Excellent telephone etiquette;
- Excellent technical skills;
- Excellent problem-solving abilities.
MCI Consultants are people who are:
- Ambitious team players but can work independently;
- Courageous and passionate;
- Able to take on challenges with a sense of urgency;
- Focused with a strong desire for self-improvement;
- Dynamic and progressive in their thinking;
- Ethical and responsible;
- Professional trustworthy and keen.
Skills and Qualifications Minimum of 2-3 years Customer Software Support experience Effective communication skills (verbal and written); Must be literate in: Microsoft 365 Office Suite Jira Helpdesk or Similar Helpdesk tools Excellent telephone etiquette; Excellent technical skills; Excellent problem-solving abilities. MCI Consultants are people who are: Ambitious team players, but can work independently; Courageous and passionate; Able to take on challenges with a sense of urgency; Focused, with a strong desire for self-improvement; Dynamic and progressive in their thinking; Ethical and responsible; Professional, trustworthy and keen.
Employment Type
Full Time
