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I-Pay Secure Payment (PTY) LTD

Technical Support Call Centre Agent

Development – Melrose Arch , Gauteng
Department Development
Employment Type Full-Time
Minimum Experience Experienced

Technical Support Call Centre Agent Job Description

If problem-solving and analysing on customers technical issues is your game, join South Africa’s leading payment gateway provider. We are seeking Technical Support Call Centre Agents in our Johannesburg office.  

Introducing I-Pay

i-Pay is a simple, real-time EFT payment solution, that allows the consumer access to make secure, instant payments directly into a merchant's bank account. This payment gateway facilitates transactions via eCommerce, mobile, eBilling, and in-store transactions.  

What we need from you

The core function of this role is that of a support technician with growth opportunities within the development department.

From a support technician point of view, the staff member’s role is to ensure that customers receive excellent and consistent service to a high standard and handle issues in an efficient and friendly manner. Support staff must make sure that they know the policies and SLAs that are in place and always adhere to them. 

In the role of support, staff will report to the head of support and keep themselves accountable for their own actions, representing the company in the best light possible by demonstrating our core values at all times.

Ultimately, we are all accountable to the customer as they use the services we offer.

Many support queries are of a technical nature and therefore i-Pay support technicians should have a good understanding of the i-Pay system, programming languages, techniques, and concepts used. They would need to assist external developers in their attempts to successfully integrate their respective systems with the i-Pay system.

What the job entails…

  • Research deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
  • Gather customer’s information and determine the issue by evaluating and analysing the symptoms;
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and  more;
  • Research required information using available resources;
  • Follow standard processes and procedures;
  • Identify and escalate priority issues per Client specifications;
  • Redirect problems to the appropriate people;
  • Accurately process and record all transactions using a computer and designated tracking software;
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
  • Organise ideas and communicate verbal messages appropriate to the audience and situation;
  • Follow up and make scheduled call-backs to customers where necessary;
  • Stay current with system information, changes, and updates

The Nitty Gritty Details. So let’s get this show on the road…

  • Proven minimum experience of 3-5 years as a Technical Support Agent Desktop Support, IT Help Desk Technician or similar role
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices, and other technical products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software such as Zendesk
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Bachelors degree in Information Technology, Computer Science or relevant field
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

The benefits

The benefits of joining i-Pay are that you get to experience vibrant growth first hand. Come and be part of this highly energetic, enthusiastic, positive team whose sole focus is on growth, growing personally as individuals, locally and globally as a trendsetter. We are big into a healthy and balanced lifestyle by encouraging healthy diets and activity. By joining i-Pay, you will further be part of weekly, monthly and annual recognition awards. 

Come and join in the fun with us! *

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  • Location
    Melrose Arch , Gauteng
  • Department
  • Employment Type
  • Minimum Experience
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