Voice Technical Support Consultant

Recruiter:

Rain

Job Ref:

CPT000168/NM

Date posted:

Tuesday, August 27, 2024

Location:

Capetown, South Africa

SUMMARY:
The purpose of the role is to provide voice technical support to the business, internal and external customers. Within the Voice Technical Support department, you are providing support to customers using the Rain 4G Mobile SIM cards including MNP support, voice support and SIM Swap service. You are also required to find ways to enhance the voice technical support processes, policies, and procedures.

POSITION INFO:
Key Responsibilities:

Handle all tickets within agreed time frame as per Service Level Agreements (SLA’s).
Actively engage customers and elicit necessary information required.
Manage the voice technical support mailbox when required
Provide constant feedback to customers regarding any queries escalated to other department(s) or other operators
Conduct a needs assessment to identify, prioritize and resolve/refer cases in accordance with the company’s escalation procedures.
Resolve queries/Close tickets within agreed set turnaround times and service level agreements (SLA).
Identifies and develops best practices for working with or adding value to the customer, and the business
Efficiently provide solutions to a complex query.
Ability to find ways to improve Voice technical support processes and procedures

Personal attributes:

Be a team player
Be proactive and creative
Strong problem solver
Excellent interpersonal and communication skills

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