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
