Our client in the gaming industry would like to recruit a Cape Town based Technical Support Agent in their Technical Support Department with previous Technical Contact Centre experience. This position reports to the Gaming Technical Support Manager.
Responsibilities:
- Effective management of customer faults and queries (Escalation/notification) via the CRM system to minimise machine downtime.
- Apply technical knowledge of the Limited Payout Machines (LPM’s) when troubleshooting faults and queries.
- Effective use of the National Central Electronic Monitoring System (NCEMS) when performing tasks and resolving LPM faults.
- Demonstrate a high level of customer service at all times through adherence to contact centre SLA’s and key performance indicators (KPI’s).
- Ensure that player dispute resolution procedures are followed and performed timeously.
- Ensure compliance to internal and external policies, procedures and regulations with all related regulatory authorities.
Only candidates with a Disability can apply.
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