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The Ignition Group is one of Africa's largest providers of technology, media, telecommunication and financial services, and is built around a powerful purpose - to make life better through innovative technology.
We approach markets that are traditionally complex and contested, and then simplify them, making life easier for consumers, and business more effic...
Responsibilities :
Data Analysis and Root Cause Identification
Analyze data related to technical product issues.
Determine root causes of the problem.
Customer Interaction and Support
Respond to customer product inquiries via various channels.
Resolve customer concerns during installation, operation, maintenance, or compatibility issues.
Educate users on product usage.
Troubleshooting and Documentation
Preparation and Implementation of Lesson Plans.
Instruction in Classroom and Virtual Settings.
Use of Need Assessment Tools.
Follow-Up and Applicability Assessment.
Product Improvement and Development
Contribute suggestions for overall product improvement.
Support remote upgrades, installations, and maintenance.
Serve as a point of contact for technical and service-related problems.
System Diagnoses and Reporting
- Use established procedures to diagnose system failures.
- Minimize customer downtime.
- Develop and maintain a thorough understanding of the product line.
- Generate daily reports for internal stakeholders.
Customer Feedback and Closure
- Ensure each query is closed off accurately.
- Provide feedback to customers in a suitable and professional manner.
Requirements
Knowledge, skills and attributes:
- Good trouble-shooting and problem-solving skills
- Good understanding of the product they will be required to handle and the related processes.
- Ability to communicate well with customers, paying attention to their concerns and providing clear, regular updates for ongoing requests.
- Good attention to detail coupled with good analytic ability.
- Ability to multi-task
- Good knowledge of email and modem setup and troubleshooting
- Solid knowledge of all windows operating system
Education and training:
- Senior certificate
- Diploma or certification in relevant IT field.
Experience:
- At least 2 years’ related work experience in a similar role.
- Experience with digital products / platforms or markets and how to develop solutions for these markets, including specific industry and technical knowledge.
- Previous IT technical support experience with a minimum of 2 years’ IT desktop support.
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The detail:
Feedback to be sourced through call audits, and systems research and audits, and will provide trend or anomaly insights, based on analysis of:
- Meeting of SLA requirements, and deadlines, specific to project requirements.
- Accuracy in reporting of dialer behavior issues as indicated in company compliance policies and procedures.
- Independently prepares and submits reports of results.
- Prepare, presents, discusses, and communicates accurate report findings with senior management.
- Prepares investigation schedules, manages calendar, manages own feedback in meetings, facilitates retrieval of information required for audit purposes.
Audits
- Prepare audit reports and participate in reviews of reports.
- Set up meetings to review audit reports with the business.
- Pre-audit data/information requirements for upcoming audit engagements.
Requirements
Are you this person?
- Do you have a Matric and/or tertiary qualification?
- Are you willing to work flexible shifts, dependent on operational requirements?
- Do you have a minimum of 2 years QA experience in a Call Centre environment?
- Do you have QA Audit and coaching experience?
- Are you a MS Excel fundi? (Pivots, v lookups, formulas)
- Are you as fanatical about attention to detail as we are?
- Target and results-driven, excellent communicator (English) and listener, good time management and patience – does this sound like you?
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