Job Purpose
The purpose of the job is to provide a focal point for customers to contact Stowe’s support-departments for assistance. The System Engineer receives and responds to any inquiries or requests for technical assistance from customers. He/she provides possible solutions, assigning support actions to other departments where needed.
Key Responsibilities
- Professionally respond to and assist with all customer queries
- Regularly update all customers with progress-information and estimated times to completion
- Regularly follow-up on outstanding queries with other entities who are involved with specific requests
- Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.
- Process support- or information-requests from various sources (phone, email, logging-system integration, etc.) for the purpose of providing solutions to the customer
- Telephonically and remotely identify, diagnose and resolve all requests to the best of his / her capability
- Escalate to other support-entities (colleagues, other departments, other service providers) where personal resolution is unachievable
- Recognise and alert the team leader of trends in customer calls
- Train and mentor junior technicians.
- Before creating a new support- or information-request record verify that the same request is not captured already.
- Create the initial record for & accurately capture any reported support- or information-request in the call-logging software
- Ensure that all auxiliary fields in the call-logging software are completed accurately and updated as further information becomes available (e.g. call-source, contact-details, CI-selection, call-categories, severities, etc.)
- Accurately capture all information pertaining to resolution-attempts in the journals
- Escalate observations where the call-logging software is incorrect or incomplete in order to further improve accuracy of records
- To adhere to company policies and procedures code and regulations
- You may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.
Competencies
- Initiatives and Self-motivation
- Interpersonal relationships
- Good written and verbal Communication skills
You may be required to work overtime outside the scheduled shift- and standby-allocation on management request.
Minimum Requirements
Matric
A+ and N+ or similar qualification
At least 3-5 years experience in a similar role
Job Types: Full-time, Permanent
Pay: R9 000,00 - R10 000,00 per month
