TSA 2 - Help Desk - Technical Support Representative - 22.01

BASIC FUNCTIONS: 

• Full technical support role troubleshooting connectivity issues (Wi-Fi, Bluetooth, cable connection), usage and configurations on the platform, password resets, hardware troubleshooting, mobile app troubleshooting. 
• Muti - channel Technical Support (call: IB & OB, chats, emails) 
• Outbound for follow up 

KEY RESULT AREAS: 

• FCR 
• CSAT - Customer Satisfaction 
• Attendance 

COMPETENCIES NEEDED: 

• Speakers well, ability to build rapport. 
• Articulate and highly comprehensible 
• Must be willing to work in a high call volume environment 
• High Customer Service Comms
• Empathic and Great Comms
• Spontaneous and conversant
• Willing to work onsite 

QUALIFICATIONS: 

• Technical or Engineering background is A MUST. 
• Minimum of 2 years hardware and or software technical experience 
• Preferably with technical experience related to supporting routers and access points.