Technical Support Advisor at Concentrix Cape Town
Concentrix SA · Cape Town, Western Cape
Overview
Kickstart your career in the service industry with Concentrix in Cape Town. As a Technical Support Advisor, you will help customers with software and system issues on an internationally innovative campaign. Enjoy a base salary of R8268.75, medical benefits, retirement fund, subsidised transport, and a vibrant on-site office culture. This full-time, permanent role is perfect for someone with 12 months of call centre experience who is ready to grow in a supportive, dynamic team.
About the role
Concentrix is looking for a Technical Support Advisor to join their dynamic team in Cape Town. You will be working on an internationally innovative campaign, providing an extraordinary customer experience by addressing inquiries through various channels such as telephone, email, chat, and social media.
What you will do:
- Identify the root cause of client software or system issues and use system analysis and testing techniques to solve low to moderately complex application or system issues.
- Contribute to company knowledge capital by creating and modifying reusable solutions in the knowledge base.
- Assist customers in gaining the most value from client products and services.
- Document each customer contact clearly and concisely using contact tracking systems.
- Escalate unresolved issues with all pertinent information to appropriate resources.
- Work collaboratively within a team, maintaining a positive and constructive attitude.
Application note: Only applicants who are legally authorized to work in South Africa will be considered. The appointment will be made in line with the company’s EE Plan.
Requirements
- Minimum 12 months Technical Call Centre experience (Essential)
- Minimum of Grade 12 or Matric passed (Essential)
- High level of English proficiency (both verbal and written)
- Matric Mathematics or Accounting (Advantageous)
- Clear criminal and credit record (Essential)
- Ability to understand, analyze and navigate through learned technical systems
- Proven experience of delivering exceptional customer care
Responsibilities
- Provide an extraordinary customer experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-centre environment.
- Adhere to scheduled shifts, procedures, metrics, and departmental goals.
- Identify the root cause of the client’s software or system issues and use system analysis and testing techniques to solve low to moderately complex application or system issues.
- Contribute to company knowledge capital by creating and modifying reusable solutions in the knowledge base in accordance with established procedures and policies.
- Actively promote the knowledge base to customers and maintain article quality standards.
- Assist customers in gaining the most value from the client products and services.
- Identify additional opportunities for Sage solutions to benefit the customer's business needs.
- Document each customer contact using contact tracking systems in a clear, concise, and understandable format.
- Escalate unresolved customer issues with all pertinent information included to appropriate resources.
- Work collaboratively and effectively within a team of peers, maintaining a positive, constructive attitude in the workplace.
Benefits
Base salary of R8268.75, medical aid or medical insurance, retirement fund with 2.5% employer contribution, subsidized transport, employee assistance programme, group life cover, financial well-being sessions, will writing sessions, stress management sessions, team building and upskill training opportunities, interactive and inclusive company culture
Job details
- Organisation
- Concentrix SA
- Location
- Cape Town, Western Cape
- Job type
- Full time
- Experience level
- Junior (1+ years)
- Education
- Matric
- Salary
- R8,268.75 / monthly
- Category
- Customer Service
- Application Method
- Apply online
Success Guide
As you apply for this Technical Support Advisor role at Concentrix, remember to tailor your CV to highlight your technical call centre experience and your ability to solve customer issues. Since the role requires a clear criminal and credit record, be ready to provide those checks. In your interview, be prepared to demonstrate how you handle technical troubleshooting and deliver excellent customer service. Show your enthusiasm for working on an internationally innovative campaign and your willingness to learn. Good luck!
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