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  • Inbound Call Centre Technical Support Agent

    Merchants Recruitment

    3 weeks ago

    Saltriver, Western Cape

    Are you passionate about Technical Support and Customer Service? Join our International Call Centre providing Technical Support to our Customers.

    We offer

    • Salary: R4800 during training and thereafter R5400 with the potential to increase
    • Free Transport for Night Shift hours
    • Medical Insurance

    You Need

    • Grade 12 or NQF Level 4
    • 6 Months Call Centre Experience
    • Exceptional English verbal communication skills
    • The ability to work rotational shifts, (particularly night shift)/Saturdays/Sundays/Public Holidays
    • Reside in the Western Cape.

    Advantageous

    • International Call Centre Experience
    • Any Technical Support or IT Experience/Qualification/Part Qualification
    See more

    SalaryMarket Related

    Work TypePermanent

  • Call Centre Escalations Agent

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

    JOB PURPOSE

    The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

    Below is the requirement

    • 2 years helpdesk/call centre experience
    • Matric and or Tertiary qualification
    • Ability to handle escalations relating to any procedures and processes on the services and products offered
    • Minimum 2 year experience, understanding and enforcement of SLA adherence
    • Working knowledge of CRM tools
    • Basic network understanding
    • Understanding of websites advantageous
    • Knowledge of MS Office with intermediate to advanced knowledge on Excel
    • ISP experience advantageous
    • Problem solving abilities
    See more

    SalaryMarket Related

    Work TypeContract

  • Inbound Technical Customer Service Representative

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

    JOB PURPOSE

    The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

    Below are the requirements 

    • Proven Product Knowledge and experience in an ADSL/Wireless environment
    • 2 years inbound call centre experience
    • Valid matric 
    • Thorough Understanding of internet and email.
    • Basic knowledge of computer hardware and software.
    • Knowledge of operating systems, e.g. Windows 95, 98, Me, 2000, XP, Vista, Windows 7 and MAC
    • IT qualification will be an advantage (A+ Course/MCDST preferable)
    See more

    SalaryR10 000 p/m

    Work TypeContract

  • Technical Service desk Agent

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

      JOB PURPOSE

      The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

      Below are the requirements

    • 2 years Technical experience
    • Valid Matric
    • Proven product knowledge and experience in an ADSL/Wireless and FTTH environment
    • 2 years call centre experience
    • Thorough understanding of the internet and email.
    • Basic network understanding, websites as well as servers
    • Knowledge of MS Exchange, MS Office
    • IT qualification will be advantageous (A+ Course/MCDST preferable)
    • Experience in the support of connectivity (Dial, ADSL, Wireless

    See more

    SalaryMarket Related

    Work TypeContract

  • Problem Manager

    Merchants Recruitment

    on 2019/10/03

    Salt River, Western Cape

    JOB PURPOSE

    The purpose of the position is to perform the Service Delivery Management function, using the Service Now tooling.

    Key Performance Areas:

    Client / Customer Service

    Manage and conduct the governance, facilitation and control of Incident, Problem, Change and Service Level Management functions

    Chair the Change Post Incident Review (CPIR) and document creation within 48 hrs of incident resolution

    Chair the Post Incident Review (PIR) and document creation within 48 hrs of incident resolution

    Create Service Resumption reports within 3 days of a Major Incident

    Create root cause analysis (RCA) documentation within 10 working days of a Major Incident, or RCA request

    Service Level Management monitoring and reporting on adherence to client service levels

    Proactive identification of risk of Service Level breaches

    Reactive reporting on Service Level breaches that have occurred

    Chair the Daily Service Review (DSR)

    Monitoring performance of various resolver groups and / or 3rd parties

    Problem Management:

    Responsible for managing the lifecycle of all problems and to prevent incidents from happening and minimize its impact. Maintain information about Known Errors and Workarounds.

    Proactive Problem Identification to improve overall availability of services.

    Problem Categorization and Prioritization to record and prioritize problems.

    Problem Diagnosis and Resolution to identify the underlying root cause of problems and initiate appropriate problem solutions.

    Problem and Error Control to monitor outstanding problem process statuses in order to introduce corrective measures.

    Problem Closure and Evaluation to ensure that the Problem Record contains a full historical description and Known Error Records are updated.

    Major Problem Review to review the resolutions of problems in order to prevent recurrence. To verify whether problems marked as closed have been eliminated.

    ITIL Problem Management Reporting to ensure that other Service Management processes and IT Management are informed of outstanding problems; their processing-statuses and existing Workarounds.

    Operational Efficiencies:

    Responsible for managing the lifecycle of all problems, i.e. prevent incidents from happening and to minimize the impact of incidents that cannot be prevented

    Adheres to scheduled shifts, rostered start times, end times, break times and any scheduled activities

    Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work

    Brings any out-of-line situations to the attention of management, including equipment failure

    Captures all customer details and data relevant to the call or service intervention efficiently and accurately

    Adheres to all Call Centre Policies, Procedures, Codes of Conduct and legislative requirements

    Resolves all functions within acceptable time frames

    Knowledge:

    BTech highly advantageous

    7-8 years’ experience in Customer Service / Call Centre / Service Desk

    ITIL foundation certified

    Skills:

    Oral and written communication skills (L3)

    Problem Solving (L2)

    Customer service orientation (L3)

    Planning and organising (L3)

    Attention to detail

    Attributes:

    Assertive

    Resilience

    Initiative

    Proactivity

    See more

    SalaryMarket Related

    Work TypePermanent

  • Service Desk Consultant

    Merchants Recruitment

    on 2019/09/04

    Ferndale, Gauteng

    JOB PURPOSE

    The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

                                                   KEY PERFORMANCE AREAS                                         

    1. Client/Customer

    • Responsible for receiving, validating and logging client requests.
    • Tracks request/s and determine current activity on the request/s.
    • Analyses and interpret the request to ensure the classification, prioritisation and escalation of the request is correct.
    • Works closely with colleagues to ensure the swift resolution of faults.
    • Responsible for receiving, validating and logging client requests.
    • Captures the detail of the request and providing first-line support if required.
    • Acts on requests logged by Service Delivery Service Desk Administrators /Coordinators.
    • Meets client SLA commitments.
    • Tracks requests and determines current activity on it and update task details.
    • Provides regular updates to clients.
    • Analyses and interprets requests ensuring that the classification, prioritisation and escalation of the requests are correct.
    • Identifies and escalates requests and exceptions where necessary.
    • Provides swift resolution of faults.
    • Keeps client updated on the progress in relation to the resolution of the fault.
    • Interacts with necessary internal stakeholders.
    • Responsible for managing requests through to resolution within the SLA conditions by co-ordinating product requests and liaising with relevant business colleagues to ensure resolution.

    2. Reports

    • Responsible for producing breach and other reports that are necessary for the correct operation of our processes.
    • Need to identify failures and short-comings in the current processes and escalate with recommendations.

    3. Governance

    • Communicate policies to the client with regards to support
    • Allocates all logged service requests to the correct support group/person



    Requirements

    • Minimum 3 years of customer service in the Internet Service Provider environment (ISP) (non-negotiable)
    • Matric/NQF equivalent, a tertiary qualification related to IT would be advantageous
    • A+, N+, MCSA certified -  (Server+ and MCSE preferable)
    • ITIL V3 qualification advantage
    • Knowledge in the support of servers, workstations, and related components
    • Fundamental understanding of networking (IP, WINS, DHCP, DNS, etc.)

      See more

      SalaryMarket Related

      Work TypeContract

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