Overview
System Technician Jobs in Cape Town, Western Cape 7490 at Stowe Holdings (Pty) Ltd.
JOB PURPOSE
The purpose of the job is to provide a focal point for customers to contact Stowe’s support-departments for assistance. The System Technician receives and responds to any inquiries or requests for technical assistance from customers. He/she provides possible solutions, assigning support actions to other departments where needed.
KEY RESPONSIBILITIES
Customer Service
· Professionally respond to and assist with all customer queries
· Remain courteous, tactful, honest and professional in all communication with other parties
· Regularly update all customers with progress-information and estimated times to completion
· Regularly follow-up on outstanding queries with other entities who are involved with specific requests
· Adhere to and comply with all commitments made
· Remain calm and collected in adverse situations
· Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.
Support- or Information-requests
· Process support or information-requests from various sources (phone, email, logging-system integration, etc.) for the purpose of providing solutions to the customer
· Telephonically and remotely identify, diagnose and resolve all requests to the best of his / her capability
· Retain ownership of support-call and diligently manage to resolution
· Escalate to other support-entities (colleagues, other departments, other service providers) where personal resolution is unachievable
· Assess the need for onsite-support against the high cost thereof
· Monitor time spent on remote request-resolution to ensure resolutions (own or other entity) are achieved within contractual service-level obligations
· Verify whether current requests are repeat requests. If necessary apply different solutions and/or escalate to other support-entities to ensure that further repeats are minimised or eliminated
· Recognise and alert the team leader of trends in customer calls
· Perform research and continued effort towards education for the purpose of improving knowledge- and experience-levels in the products supported by the company
Record Keeping
· Before creating a new support- or information-request record verify that the same request is not captured already.
· Create the initial record for & accurately capture any reported support- or information-request in the call-logging software
· Ensure that all auxiliary fields in the call-logging software are completed accurately and updated as further information becomes available (e.g. call-source, contact-details, CI-selection, call-categories, severities, etc.)
· Accurately capture all information pertaining to resolution-attempts in the journals
· Escalate observations where the call-logging software is incorrect or incomplete in order to further improve accuracy of records
Policies and Procedures
· To adhere to Stowe’s company policies and procedures code and regulations
· You may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.
Competencies
· Attention to detail
· Initiatives and Self-motivation
· Interpersonal relationships
· Professionalism
· Good written and verbal Communication skills
· Good time-management
Technical skills
You may be required to work overtime outside the scheduled shift- and standby-allocation on management request.
Job Type: Full-time
Pay: R7Â 000,00 – R9Â 000,00 per month
Work Location: In person
Application Deadline: 2025/05/21
Title: System Technician
Company: Stowe Holdings (Pty) Ltd.
Location: Cape Town, Western Cape 7490
Category:
