Technical Officer: Call Desk Agent

BCX takes care of your technology needs so that you can take care of your business. The services and solutions we create get your business ready for the future. We have the insight, expertise and experience to handle digital requirements for the steepest skyscrapers and the smallest start-ups. We cater for a wide range of business transformation requirements with an even wider range of solutions that reduce costs, increase profits, maximise productivity, and future-proof your business.

We pride ourselves on being Africa's premier end-to-end digital solutions partner, providing the world's most advanced Information and Communications Technology (ICT) to companies of all sizes. Together with Telkom, South Africa's leading telecommunications provider, we have over 100 years of experience. working with JSE-listed enterprises, public sector organisations, state owned entities and medium-sized businesses around the globe.

Ultimately, our passion is to make a difference and enrich communities by making the impossible possible, through technology.Key Deliverables / Primary Functions

Act as first response and provide remote support to clients and answer incoming calls

Act is expert L2 support agent and ensure that we correctly diagnose the incident

Ability to provide operational product and service support to Service stations

Technical expert in the various products and services that we support Technical problem resolution

Understand the operational environment of a service station:

24/7 operations

HSSEQ protocol, Stock control, site systems, Wet stock management

Interface with the regional field services units to ensure the correct allocation of incident to the correct technician

Tracking and closing of calls with correct operational and technical feedback

Identify the customers' query and divert incoming calls where applicable

Understand the customer expectations and update the log with detail on the Helpdesk software

Escalate/record the customers' query/complaint at 3rd party service provider and ensure all communication have been interfaced with 3rd Party Providers

Provide the customer with 3rd party reference number if applicable

Update all calls with relevant detail

Respond as per SLA in terms of first response and resolving calls

Ensure that all interactions with the client are professional and positive

Follow up on all outstanding queries and update logs on a regular basis as per severity

Taking ownership and responsibility of the call logging process

Ensure the client is assisted efficiently and effectively on a world class level of customer satisfaction.

Respond to calls as per CTR contract specifications (within 20 minutes of call being logged)

Investigates problems and suggests possible solutions.

Updated all calls with root cause detail

Give good input and detail diagnostics with every call.

Taking ownership and responsibility of a log

Ensures that all interactions with the client are professional and positive

Follows up on all outstanding queries and update logs on a regular basis as per severity

Ensure all calls have a meaningful detailed root cause.

Work overtime when necessary based on severity of calls.

Regular analysis of calls to establish trends and root causes.

Follow up and regularly update development calls with root cause and relevant details

Reports (Daily, Weekly, Monthly) internal and external.

Monitoring data flow between 3rd Party Software, HO, Store and POS

Monitoring of services and respond as per SLA.

Database maintenance, re-indexing, backups and integrity checks.

Assist with setting goals for team/department and work towards achieving goals

Core Functional Skills & Knowledge

Technical knowledge of the various products and services related to this portfolio

WinBranch suite FSC suite: MiniPOS suite: NAMOS suite: System integration:

Minimum Qualifications

NQF 4: Grade 12 National Diploma

Additional Qualification preferred or advantage

Experience

2 years of experience in understanding or working in the Service Station operational environment

Microsoft Administration knowledge and experience

Experienced in understanding the various interlock of the various equipment at Service Stations:

Liquid Fuel dispensers

Forecourt Controllers

Site systems operations

2 years of experience in working with Service Station cashiers, Site managers and site admin controllers in transactional reconciliations

At least x1 year exposure in working with Pump & dispenser contractors, ATG contractors and Site systems service providers