CC Tech

Primary objective of the job: 

To provide support to the call centre management team in the implementation and maintenance of all call centre systems.

Main Duties and Responsibilities:

• Provide and maintain all tools for Customer Care Agents to assist customers Assist
• Customer Care Agents to troubleshoot situations affecting subscribers
• Conduct training for Customer Care Agents and if required to other DC dept
• Liaise with the Technical Department (mainly via the NMC) to resolve any service affecting
• situation and promptly communicate any developments to the Call Centre Agents and Call
• Centre Management
• Liaise with the IT Department to resolve any problem being experienced with IT related
• hardware and software (including PABX, Symposium, TTCIS, etc.)
• Report all technical support activities and escalations in the call center

Academic Qualifications and Experience Required:

• 2–4 years of experience in customer service, technical support, call center operations, or customer experience support

• Experience supporting agents using customer service platforms such as Salesforce Service Cloud, Zendesk, or ServiceNow

• Hands-on experience troubleshooting system, access, or workflow issues affecting customer care teams

• Experience working in a call center or customer operations environment supporting frontline agents

• Experience documenting issues, creating knowledge articles, or maintaining support documentation