Client Centre Agent
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Job Location:
Stellenbosch - South Africa
Monthly Salary:
Not Disclosed
Posted on:
3 days ago
Vacancies:
1 Vacancy
Department:
Job Summary
What we do
Mezzanine designs and builds digital technology solutions for customers across Africa and beyond in order to create productive societies. Founded in 2012 Mezzanine has market-leading expertise in the agricultural health financial inclusion and education spaces and works with mobile network operators to bring about positive change in the lives of people through the benefits of the digital dividend. Mezzanine is a home-grown African company delivering value to the people of Africa and beyond.
Mezzanine is a subsidiary of the Vodacom Group.
What you will do
You will form part of the Client Centre Team and will be responsible for providing exceptional efficient and friendly support to client queries. As part of a small team you will be involved in activities ranging from providing telephonic and written support to assisting in the creation of educational material.
You will attend to all tickets/issues making sure the product teams are working on it and escalate them when needed. By applying basic content management principles you will maintain content on the Support Wiki and identify and share opportunities for improvement in support. You will also be responsible for assisting all users on supported software and computing platforms and for diagnosing and resolving technical hardware and software issues. Preparing activity reports and documenting resolutions are also a big part of fulfilling the above duties.
You will act as a bridge between the client and the product teams by proactively monitoring dashboards by providing testing assistance to product teams to ensure system stability and identifying risk on key issues notifying line managers immediately.
As a Client Centre Team Member you will have to manage service requests according to SLAs and deliver services as per the helpdesk SOPs. Staying current with all system changes updates and information is important for this role as well as adhering strictly to Information Security Management System (ISMS) policies and procedures in line with ISO 27001.
The ideal candidate will have excellent attention to detail be patient with user queries and will have professional written and verbal communication skills.
Key Requirements
- Fluent in isiXhosa or isiZulu
- Matric
- Familiarity with basic tech concepts
- Attention to detail
- Patience with user queries
- Acceptance of repetitive tasks
- Strong analytical and problem-solving skills
- Ability to manage multiple problems at once and prioritise issues
- A good working knowledge of Microsoft Windows and Microsoft Office suite of products
Advantageous
- ITIL certification
- EE candidate
- At least 2 years Hardware and Software support experience
- Previous technical experience as a Tester
Starting date: ASAP
Location: Stellenbosch South Africa
Required Experience:
Unclear Seniority
Key Skills
- Computer Science
- Continuous Integration
- Fraud
- Intake Experience
- Law Enforcement
- Usability
- Analysis Skills
- Computer Forensics
- Driving
- Teaching
- Counterintelligence
- Sass
About Company
Mezzanine Bursary Programme This is an academic merit bursary open to full-time first year students studying towards Computer Science, but may lack necessary resources to complete such studies. This bursary is for the 2025 academic year. The bursary may cover the following: TuitionUn ... View more
