Desk Support Consultant
talentCRU
- R Undisclosed
- Permanent Management position
-
Johannesburg
- Posted 22 Apr 2024 by talentCRU
- Expires in 8 days
-
Job 2563025 - Ref TCN01775
About the position
Are you driven by the opportunity to deliver outstanding support and resolve issues swiftly within a dynamic setting? We're in search of a committed Support Consultant to join our team. Operating within the Support Services Hub of the Services Desk Department, you'll be integral in ensuring seamless operations for our clientele. Your main objective will be to serve as a Cash Connect Support Consultant, contributing to the overall efficiency of our Services Desk Department.
PLEASE NOTE: This is a project-based 3-month contract
Shift work may be required due to the nature of our 24/7 environment.
- Matric / Grade 12
- Previous experience in support/contact center roles preferred.
- Familiarity with contact-center environments.
- Knowledge of the payment industry.
- Proficient in computer skills, particularly with MS Office suite.
Core competencies / performance drivers:
- Good verbal and written communication skills
- Relationship building
- Analytical Thinking
- Problem Solving and Troubleshooting
- Ability to collaborate effectively in a team
Monitoring and Administration:
- Monitor calls logged from Cash Connect on the Cash Connect Wallboard.
- Assign calls to respective field technicians for resolution.
- Utilize case management documents and notes to assign and track cases.
- Ensure cases are managed and monitored until completion.
Escalations and Engagement:
- Respond to and act on requests from Cash Connect promptly.
- Manage and address escalations within designated Service Level Agreements (SLAs).
- Maintain constant updates in case notes.
- Provide assistance to field technicians with call management tasks (reassignment, holding, etc.).
- Support via email queries and WhatsApp
Telephonic Support:
- Aid field technicians telephonically with case management.
- Facilitate ad-hoc project requests, including outbound calls and database updates.
Desired Skills:
- Systems Analysis
- Complex Problem Solving
- Programming/configuration
- Critical Thinking
- Time Management
talentCRU
About the agency
We offer a holistic bouquet of customer-centric solution for all talent acquisition and management processes, helping clients to increase their competitive advantage by aligning strategy with people and culture, and aligned candidates to the best fit positions in a number of markets. We leverage global best practices and technology to acquire and manage top talent – either on an ad hoc basis or as a fully managed human resource services offering.
We are a culmination of specialist placement partners with a proud and long history in talent acquisition and professional placements. We cover a range of industries, holding strong relationships with key stakeholders – Ensuring the right-fit and true solution is created for each of our clients and candidates.
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