Customer Support Engineer (Level 1) at Merchants

The Customer Support Engineer is responsible for providing 1st line support for all incidents logged and to meet SLA's to ensure that the appropriate action is taken within the scope of work of the role.

Query Resolution
Develops and maintains a professional working relationship with the client on behalf of Merchants.
Resolves all calls logged, relating to telephony, conferencing and desktop issues ensures work is completed within SLA.
Resolve level 1 system and network issues within SLA
Escalate level 2 system and network issues to relevant parties
Escalates calls to the relative parties.
Confirms Call resolution with client before resolving of the call on the IT Service Management System.
Retrieves calls emanating from the Business unit on NICE platform or other voice loggers where applicable.
Investigates and reports on incidents relating to server, desktop and telephony queries and systems.
Liaises with 3rd party vendors and 2nd line support to resolve escalationsproblems and queries.
Standard Adherence
Updates all calls timeously with a complete audit trail of actions and events, follows up on escalated calls to ensure completion and feedback.
Comply to Merchants accepted ITIL based Industry best practices.
Administration
Complete daily morning checks on all managed information technology platforms and systems working towards consistent availability
Maintains service and quality levels according to Merchants' business standards, processes and procedures.
Documents Standard Operating procedures and Work Instruction processes relating to Merchants and client specific systems.
Manages the client's expectations with regards to break-fix calls and service requests.

Desired Skills

Oral and written
problem solving
attention to detail
planning and organsing
customer service orientation

Desired Qualification Level

Grade 12 / Matric

About The Employer

Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences. We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.

Employer & Job Benefits