We're Hiring

Kazang Connect – Technical Support Agent



A vacancy existsfor a Technical Support Agent within Kazang Connect, a division of Main Street 1723 (Pty) Ltd, in Cape Town. 

Key Responsibilities: 

Perform 2nd line support for Call Centre Agents:

  • Resolving issues and providing feedback to the requestors.
  • Escalating technical issues to 3rd party support internally or externally.

Training of staff:

  • All documentation of new products and services.
  • Staff training on new products and services.

Knowledge Base

  • Ensure that the Kazang Knowledge Base on Freshdesk is updated and current at all times.
  • Manage access to the Knowledge Base.

International Support and Projects:

  • International Tech Support.
  • Rollout and implementation of Kazang apps and service such as Gryphon.
  • Assistance with projects in Namibia and Botswana.

Freshworks configuration and Admin:

  • Familiarise self with the Freshworks suite of products used by Kazang.
  • Configuration of Freshworks suite of products.
  • Integration / intelligent interactive access to Knowledge base for customers and staff via BOTS.
  • Reviewing the flows, suggest and implement changes in conjunction with the Call Centre Manager.

Reporting and Dashboards:

  • Generating and reports and dashboards from the various systems that we use to determine:
  • Service levels
  • Productivity
  • Trends
  • Analysing reports and submitting findings to Management to improve service levels and productivity.

Requirements: 

  • Matric
  • Minimum 2 years’ experience in a similar role. 

Core Technical/ Technical Knowledge Competencies: 

  • Knowledge of the Kazang vending business and competent to deal with the associated activities.
  • Knowledge of the Content Ready and other systems used in the company.

Competencies: 

Administration/ Technical Skills

  • Sound ability to work within a computerised administrative environment 
  • Sound Computer literacy: able to work with a word processor, spreadsheets, use the internet
  • Critical administrative skills include good organisational and planning skills as well as problem-solving and time-management skills.  Attention to detail is necessary as well as the ability to manage multiple demands
  • Sound numeric skills
  • Sound communication skills in English (both verbal and written).  The ability to communicate in another official language will be an advantage.

Work Behaviours and attitudes: 

  • Customer service ethic with a track record of good customer service and continuous improvement.  
  • Able to work independently as well as a member of a team
  • Actively seeks feedback, able to withstand criticism and use constructive criticism to improve
  • Highly professional, high personal standards, able to produce work of a high quality
  • Shows initiative
  • Willingness to go beyond the call of duty 

To apply for this position, include a 2-3 page CV, specifying the position you are applying for, for the attention of Marisa Ludski at marisa.ludski@kazang.com


Click here to submit your CV