We are seeking a Cape Town-based Technical Support Agent with previous experience in a Technical Contact Centre. The ideal candidate will be responsible for managing customer faults and queries effectively, applying technical knowledge to troubleshoot issues, and ensuring compliance with internal and external policies. This role requires strong communication skills, technical troubleshooting experience, and the ability to work in a fast-paced environment.

 

Key Responsibilities:

 

Effectively manage customer faults and queries via the CRM system to minimize machine downtime.

Apply technical knowledge of Limited Payout Machines (LPMs) when troubleshooting faults and queries.

Utilize the National Central Electronic Monitoring System (NCEMS) to perform tasks and resolve LPM faults.

Demonstrate a high level of customer service at all times by adhering to contact centre SLAs and key performance indicators (KPIs).

Ensure timely resolution of player disputes according to established procedures.

Comply with internal and external policies, procedures, and regulations as mandated by regulatory authorities.

Qualifications and Experience:

 

Grade 12

Proficiency in English; additional languages are an advantage.

Technical troubleshooting experience.

Previous experience in a call/contact centre.

Skills and Competencies:

 

Strong focus on results, managing work, planning, and organizing.

Ability to multi-task using multiple systems and contact centre applications simultaneously.

Demonstrates adaptability, initiates action, maintains high work standards, innovates, and tolerates stress.

Effective verbal and written communication skills in English with all levels of management, customers, and third-party service providers.

Ability to build customer loyalty and trust, manage conflict, negotiate, and gain commitment.

Team-oriented with the ability to contribute to team success and follow up on tasks.

Willingness to work shifts.