Help Desk Agent

DSL Telecom

10 reviews

Somerset West, Western Cape 7130

Remote

R5 500 a month

Job details

Salary

R5 500 a month

Full Job Description

Description:



DSL Telecom is a Sales & Marketing company that specialises in high demand technology products including Internet, Voice and Cloud Services. We are the largest Vox business partner in SA, the largest post-paid Telkom dealer in the country and the first and largest Zoho partner in Sub-Saharan Africa. DSL Telecom has won numerous awards for our achievements and our positioning in relevant high growth industries means the possibilities are endless for DSL Telecom and the right candidate.



Job brief:



We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.



The goal is to create value for clients that will help preserve the company’s reputation and business.



Responsibilities of the position:


Serve as the first point of contact for customers seeking technical assistance over the phone or email

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process

Direct unresolved issues to the next level of support personnel

Provide accurate information on IT products or services

Record events and problems and their resolution in logs

Follow-up and update customer status and information in relevant CRM & Desk systems

Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements on procedures


Requirements


Proven experience as a help desk technician or other customer support role

Tech savvy with working knowledge of internet connectivity, voice, internet, databases and remote control

Good understanding of computer systems, mobile devices and other tech products

Ability to diagnose and resolve basic technical issues

Proficiency in English and Afrikaans

Excellent communication skills

Customer-oriented and cool-tempered

BSc/BA in IT, Computer Science or relevant field


Benefits

Medical Aid Contribution

Ability To Work Remotely


BSc/BA in IT, Computer Science or relevant field Nice to have