TSA 2 - Help Desk - Technical Support Representative - 22.01

BASIC FUNCTIONS:

• Full technical support role troubleshooting connectivity issues (Wi-Fi, Bluetooth, cable connection), usage and configurations on the platform, password resets, hardware troubleshooting, mobile app troubleshooting.
• Muti - channel Technical Support (call: IB & OB, chats, emails)
• Outbound for follow up 

KEY RESULT AREAS:

• FCR
• CSAT - Customer Satisfaction
• Attendance

COMPETENCIES NEEDED:

• Speakers well, ability to build rapport.
• Articulate and highly comprehensible
• Must be willing to work in a high call volume environment
• High Customer Service Comms
• Empathic and Great Comms
• Spontaneous and conversant
• Willing to work onsite

QUALIFICATIONS:

• Technical or Engineering background is A MUST.
• Minimum of 2 years hardware and or software technical experience
• Preferably with technical experience related to supporting routers and access points.