Product Support Associate

SUMMARY:
We are looking for Product Support Associate for a very well known technology company based in the Rosebank area to give product support to customers within the call center and support desk environment.

POSITION INFO:
Requirements:

• Grade 12
• Tertiary qualification will be beneficial but not essential
• 3+ years technical support experience within a call center environment.
• Maintain high standards of work attendance and time management, work accurately under pressure
• Must be detail-oriented and have the ability to work proactively and effectively with minimal supervision
• Computer literate general operational knowledge of computers
• Demonstrated strong and effective verbal, written, and interpersonal communication skills
• Must be team-oriented, possess a positive attitude and work well with others
• Must show demonstrated dedication to providing quality customer service internally and externally

• Ensure compliance is maintained within the call management system
• Offer email support to all GSA Business Partners and end users
• Associates are required to achieve a maximum of 30 seconds’ call holding time
• Associates are required to maintain call retention of less than 10% call abandonment Rate
• Associates are required to manage the call duration to within an average of 3:30 minutes without degrading customer sentiment. Call rotation is critical to maintaining call retention
• Diligently manage call logs with attention to accuracy and relevance to information to support reporting efforts
• Report to administrators on escalations and manage customer expectations timeously

• Offer email support both internally and externally of the organization
• Offer email support to all GSA Business Partners and end users, including international Business Partners and customers
• Strong focus to customer service and communication skills within email communication
• All emails received before 15:00pm are to be responded to before COB (Close of Business) Same day turn around on email enquiries

• Complete and report rework requirements against inventory
• Ensure reworks are done with the highest standards and attention to detail to match resale requirements thereafter

• Offer support and assistance with enquiries around deliveries and collections
• Utilize GSA 3PL service provider’s portal to manage and book return product collections for service
• Utilize the Business Service Call system to access Job Card and technical repair details
• Offer support guidance to Business Partners and end users in accordance with the CPA
• Stand in for other positions in the department when necessary
• It is specifically recorded and agreed that it may be necessary to assign additional duties over and above those envisaged in this job description or to re-assign those duties from time to time
• Process any reasonable Ad Hoc queries required from time to time
• Maintenance and adherence to company systems, policies and procedures
• Accept and complete duties as assigned accurately and diligently