Operations Technical Support Agent

A vacancy exists for an Operations Technical Support Agent within the Micro Merchant Division – Operations, in JHB/Cape Town.  

The Operations Technical Support Agent will be responsible for 2nd line Technical Support and specialized Product Support.

The purpose of this role is to:

  • Provide support to key Kazang products and services that will be updated from time to time.
  • Assist customers and staff members (Reps and Agents).
  • Follow documented procedures to troubleshoot and resolve technical or user issues. Performance will be measured against pre-defined Service Levels.
  • In addition to the Technical Support activities, the Operations Technical Support group also deals with internal and external fraud or suspected fraud cases, training, and documentation of new products, managing the Kazang product knowledge base, analyzing statistics, and implementing new processes to improve performance.

Key Responsibilities include, but are not limited to:

  • Identify, investigate, and resolve issues with software and hardware of key products.
  • Field support calls, chats, emails, and/or other communication from users with inquiries regarding the Kazang suite of products.
  • Consults with users to determine steps and procedures taken to identify and resolve the problem.
  • Apply knowledge of software, hardware, and backend systems to solve problems.
  • Guide users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
  • Collaborate with other staff to research and resolve problems.
  • Arrange service by software or hardware vendors to repair or replace defective products.
  • Tracing and Investigating Fraud reports and document the outcome.
  • Analyse internal reports to identify suspicious activities by vendors, agents, or staff.
  • Assist the Technical Support Specialists with any tasks related to other Technical Support activities.

In order to be considered for this position, the following requirements must be met:

  • Matric/Grade 12.
  • Technical qualifications advantageous.
  • Related qualification in a Contact Centre Courses
  • 2 year’s experience as a Senior Contact Centre Agent.
  • Between 5 – 7 years’ experience in a Customer Support role.
  • Experience in the VAS environment.
  • Knowledge of the POS processes will be advantageous.

Technical Competencies:

  • Computer literacy – MS Office Suite.