Technical Support Consultant

• Matric/National Senior Certificate
• 3 to 5 years technical experience in the relevant field
• Linux experience qualification
• N+/A+ certification
• Experience in a contact-center based environment.
• Linux experience
• Payment industry knowledge
• Computer Literacy – MS Office suite good verbal and written communication skills
• Relationship building
• Analytical Thinking
• Problem Solving and Troubleshooting
• Ability to collaborate effectively in a team.

• Responsible for supporting all products on the monitoring platforms and maintenance of accurate data on all monitoring platforms.
• Monitor SLA’s and follow up on calls to ensure meeting of SLA’s.
• Assign and close calls correctly after technician’s site visit.
• Configuration of products for specific solutions within SLA’s.
• Assist with sim linking to correct terminals ensuring terminals are active and provisioned.
• Update configurations for estates and distribute updated documents
• Respond to and action requests from business partners
• Manage and respond to escalations within SLA’s.
• CRM call logging and follow through with support processes
• Engagement with 2nd level support when required and follow through until completion.
• Escalation to 3rd parties as required (e.g. mobile networks, integrated solution suppliers and coverage)
• Provide technical and problem-solving training on the business’s products/solutions to internal and external support teams
• Answer customer calls and perform troubleshooting to ensure client site stays functional (diagnose root case, identify solutions and resolve)
• Log calls to field technician where required.
• Achieve call answer log, answer rate targets and solve rations.
• Facilitate ad-hoc project requests – outbound calls and database updates.
• Knowledge and support of all business and partner products and solutions
• Backup to 2nd line Support team in case of resource shortage

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