Customer Service Engineer I

at  iOCO

QUALIFICATIONS REQUIRED:

• Grade 12
• A+
• N+
• Soft Skills
• ITIL is advantageous
• Mobility Support

THE ROLE

iOCO Infrastructure Services: Where Challengers and Innovators Thrive.
We are seeking a Customer Service Engineer I to join our team. The successful candidate will play a vital role in ensuring customer satisfaction and maintaining the reputation of the company by providing prompt, reliable, and effective technical support and assistance.

WHAT YOU’LL DO:

• Ensure the resolved status SLA of the service desk tool of the Customer is not breached by resolving tickets timeously.
• Hold (valid/invalid): Ensure that tickets are updated in line with the Process (With approval from the Customer and a valid reason).Ensure that tickets are acknowledged before they breach the ticket acknowledgement SLA of the service desk tool of the Customer.Quality assurance management - Ensure that a QA average of 98% is achieved on all call management assessments individually, based on ticket management quality.
• Performance management: Achieve specified daily target (individual monthly minimum average = 5/day resolved as further specified in the Resource SLAs set out in section 3 below.
• Customer experience: Excellent customer service delivered daily to avoid escalations, customer complaints and re-opening of calls.
• Effective time keeping