1st Line Technical Support
About Us:
1. JOB DETAILS
a. Job Title: E-Sign Technical Support Officer
b. Reports to: Company Directors
c. Unit/Department: Technical support
d. Location: E-Sign headquarters / home
2. MAIN JOB PURPOSE
- Liaise with clients and respond to queries
- Record client faults/issues, and try to replicate and locate issues.
- Propose corrective and preventative actions in response to none conformances
- Present these to development team.
- Work on both the E-Sign and i-Comply platforms
- Work on E-Sign ‘front end’ in conjunction with development team
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3. JOB DIMENSIONS
As the jobholder you will be required to work as a member of the E-Sign customer service and tech support team team. As part of that team, you will be expected to perform a range of routine tasks in respect of working exclusively for customers of E-Sign to provide support and information about the service.
There is a part-time position, though consideration will be given to for additional hours if the company requires so.
You will be expected to have problem solving skills that will allow you to make judgements and decisions about job related situations. You will be required to communicate information to colleagues, some of which may be related to other organisational activities, and if necessary to other organisations if deemed appropriate.
4. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
Numeracy, literacy and computer skills are essential requirements of the job. In order to carry out the job sufficiently and successfully the job holder will require a level of knowledge and understanding of routine and non-routine procedures related to the work expected. To achieve this you will undergo a period of in-house training. Additional skills will be acquired by experience.
5. CORE VALUES
As a Technical support team member dealing with sensitive (client related) information the importance and value of personal honesty and integrity as a commitment to customer service and confidentiality will be recognised.
In contributing to the provision of a the customer support service, you will understand the requirement to continuously develop appropriate skills and accumulate relevant knowledge whether by formal or in-house training or your own research as required.
CORE BEHAVIOURS AND SKILLS
In order to work effectively in the role the job holder must be able to demonstrate a number of attributes. These abilities will include:
- to become an integral member of a team providing a quality service
- to communicate clearly and effectively whether orally, graphically or electronically
- to work independently when and as directed by Management
- to plan the designated workload
- to work with precision and follow accurately the documented standard operating procedures where required
- to demonstrate relevant tasks to others as appropriate
- to contribute actively towards the improvement of service quality by participation in relevant discussions with other team members
- to remain competent in technical knowledge to support the sales and marketing proposition and to support the customers as required
- to gain new knowledge through experience and participation in relevant training schemes
- to participate actively in the departmental appraisal scheme
- to take account of changes in service delivery by demonstrating a flexible approach to work
Job Types: Full-time, Permanent
Pay: R10 000,00 - R13 000,00 per month
Experience:
- Tech Support: 3 years (Required)
- Call Centre: 2 years (Preferred)
Language:
- Professional English Accent due to Uk Client Campaign (Required)
Work Location: In person
