Description:
Job Objectives- To adhere to all Vox policys, processes and procedures created by Exco to be followed correctly to ensure the ultimate customer service experience.
- To identify, prioritize and resolve incidents or requests of service requests received from customers in need of resolution to their problems.
- To monitor, track and coordinate all Voice Support functions including tickets, calls, complaints and mail queries from customers and/or Level 1 Support engineers.
- To contribute to problem resolution by giving in-person, hands-on, support to the Managers to enable the 1st call resolution for customers.
- To support the other team engineers of the Voice Support Desk in order to have them give the best possible resolutions to the customer problems to have 1st call resolution.
- To ensure incidents and service requests are managed effectively to the companys policies and procedures to agree upon Technical standard, timeline and first call resolution
- To ensure consistent performance to internal KPIs targets of 80% or to exceed performance.
- To ensure the level of incidents are being continually driven down while increasing a positive customer experience according to the customer survey process by following the correct procedures and getting resolution to the customers problems the first time around. Job Skills
- Written and Verbal Communication Skills
- Problem Solving Skills
- Alcatel
- Farsouth
- A+
- N+
- MTCNA
- Porta Minimum Requirements
- Grade 12
- Voice support experience essential.
- Knowledge of VoIP Systems
31 Jan 2026;
from:
gumtree.co.za