Responsibilities
:
Provides best-possible customer-service at all times
Professionally responds to and assists with all customer queries
Process Problem-escalations in accordance with documented processes for the purpose of identifying root-causes and providing work-arounds and/or permanent resolutions
Monitor time spent on problem-resolution to ensure solutions (own or other entity) are achieved within contractual service-level obligations
Act as expert-consultant to internal & external queries and requests for assistance
Proactively share skill- & knowledge-levels with internal structure to raise overall knowledge- & expertise-levels
Ensure that resolutions are documented in sufficient detail to be able to meaningful contribute to the Known Error Database (KEDB)
Perform research and continued effort towards education for the purpose of improving knowledge- and experience-levels in the products supported by the company
Key Skills:
Attention to detail,
Interpersonal relationships,
Good written and verbal Communication skills,
Deadline orientated,
Punctual,
Creative and Innovation,
Forward planning and setting priorities.
Qualifications:
Matric
3-5 Technical/Investigation
National Diploma in IT or equivalent
Full understanding of Data and statistical analysis techniques
A proven track record of driving root cause analysis to conclusion