Our client is looking for a Jnr Service Agent. If you have a strong technical ability A+ or N+ with a desire to

grow your technical skillset…grow to do MCSE etc then this will be the ideal working environment for you to

learn and grow.

• Service driven call centre support staff – who will manage tickets and support for our customers all day.
• Shift work (7am-4pm or 9am to 6pm) Monday to Friday.
• Frequent “standby work” which involves taking support cell phone home and dealing with incoming calls if there are issues after hours. (Standby +- 1 -1.5 weeks per month). Frequent after hours testing of call centres with project teams.
• Job has BIG SLA and customer service focus (making sure tickets are handled within SLA guidelines).

This is a call centre service agent position on a technical product – so having the ability to learn the product

and understand the Telecoms world is important.

About the Position:

Our client is looking to appoint a talented and committed 1st line Service Agent to perform a key role in

assisting clients with troubleshooting and resolution of customer support queries and managing these

requests to resolution. This role has become available due to the continuing growth of the company.

The successful candidate will be involved with a variety of service desk customer and end user support

queries and processes and you will be given many opportunities to get involved with a range of support calls.

Candidates must have excellent customer service and quality management skills, equipped with the passion,

resources and service management insight to help achieve them.

This is a great opportunity to join a growing organisation with opportunities for further career

Enhancement for those keen to progress.

Key responsibilities / duties

• Provide excellent customer service by developing and maintaining a habit of delivering more than expected, demonstrating accountability through action and treating everyone with courtesy and care.
• Remain updated with Standard Operating Procedures and ensure that these are adhered to at all times.
• Provide 1st line user support to customers for tickets logged and assigned on Freshdesk Ticketing System for all IMAC (Incidents, Moves, Additions, Changes).
• Ensure that issues are resolved in a timely manner in order to meet defined SLA targets.
• Own and drive ticket resolution for all assigned tickets including information gathering, troubleshooting, feedback and updates to customers and Freshdesk.
• Escalation to 2nd line where required according to escalation guidelines.
• Perform basic builds/moves/additions and change requests.
• The role will require shift work during a 9-hour day between 7am and 7pm according to the published Shift Roster. This roster may change from time to time.
• Provide 2nd line product support both during and after standard working hours according to the published Standby Roster.
• Fulfil additional roles as required by the Service Desk Manager either permanently or from time to time. These may include special investigations, management reporting, office administration etc.

Skills, Qualifications and Work Experience required

We are looking for optimistic, pleasant and ambitious people who want to make a difference.

• Minimum of 2 years’ experience working in a customer service role.
• A technical qualification such as A+ or N+ is a requirement
• MCSE qualification is a benefit
• Any qualification or certification that demonstrates application to studies and achieving goals is a benefit.
• The ability to work in a dynamic environment, prioritising and multi-tasking effectively.
• Be passionate about customers and service, with a strong will to make a difference.
• Strong problem-solving abilities and excellent communication, customer handling and inter-personal skills.

Job Type: Full-time