Technical Support Agent L2 - Fidelity Services Group

The main purpose of the job:

Support and provide superior service to internal and external customers via phone, email, and fax and face to face for walk in customers.

Duties (Quality Assurance):

• Ensure all QA assessments are signed of within 72 hours of receipt
• Be able to identify product types and provide documentation & information to a customer related to a particular request
• Adhoc tasks allocated by management

Duties (Customer Focus):

• Handle Queries and Complaints for both Dealer and In-House customers
• If complaints need to be escalated to other departments for resolution ensure escalated and tracked within 24 hrs. for resolution, if not follow up to resolution

• All complaints must be logged on Customer SAT, resolved and escalated internally
• Save clients from cancelling their contracts due to technical complaints by offering the applicable save offers and offering resolution and satisfaction to the customer.
• Manage your daily log report for complaints received
• Manage all Hello Peter and Web complaints with the highest of priority and resolution
• Ability to comprehend, capture and interpret basic customer information
• Make sound judgements to deliver superior customer service
• Ability to manage difficult situations and respond promptly to the need of the customer
• Analyse various parts of a problem properly and develop logical solutions
• Book service calls
• Handle all technical scheduling issues or challenges received via customer complaint
• Handle all FADT Pulse customer queries and complaints
• Handle all CCTV queries and complaints
• Inbound and Outbound Webmail/Webchat communication
• Assist with call overflow from Level 1 Agents
• Provide Technical Support to Customers in the everyday & exception operation of the alarm system
• Perform telephonic guidance and advice when clearing error messages, finding faults & problems on the security system
• Exercise good interpersonal skills to be able to deal with difficult customers at all levels
• Ability to treat people with respect under all circumstances and thus instil trust in others by upholding the values of the organization
• Ability to adapt to changes in the work environment, delays or other unexpected demands
• Quality management – to look for means of improving as well as promoting quality within the company as well as fellow employees

Qualification & Experience:

• Matric
• A minimum of 2 years’ customer service experience.
• At least 1 to 2 years experience within a contact centre, of which technical experience would be necessary
• Continuous Improvement experience beneficial