My client is seeking a Technical Support Agent to join their Technical Support Department in Cape Town. The ideal candidate should have previous experience in a Technical Contact Centre environment. This role reports to the Gaming Technical Support Manager.
We encourage applicants from persons with disabilities to apply and will provide reasonable accommodations to support you in the role.
Key Responsibilities:
- Manage customer faults and queries efficiently using the CRM system to minimize machine downtime.
- Apply technical expertise to troubleshoot issues related to Limited Payout Machines (LPMs).
- Utilize the National Central Electronic Monitoring System (NCEMS) to diagnose and resolve LPM faults.
- Deliver exceptional customer service by adhering to contact centre Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Handle player disputes in a timely and professional manner, ensuring resolution procedures are followed.
- Maintain compliance with all internal and external policies, procedures, and regulations set by relevant authorities.
Requirements:
Qualifications & Experience:
- Grade 12 (Matric).
- Proficiency in English (a second or third language is an advantage).
- Technical troubleshooting experience.
- Previous call/contact centre experience in a technical support role.
Skills & Abilities:
- Strong organizational and time management skills to handle multiple tasks efficiently.
- Ability to work with various systems and applications simultaneously.
- High adaptability, problem-solving mindset, and ability to work under pressure.
- Excellent verbal and written communication skills to engage with customers, management, and third-party service providers.
- Strong interpersonal skills for building customer relationships, managing conflict, and negotiating effectively.
- Team-oriented with a proactive approach to meeting goals.
- Willingness to work shifts as required