TrudyQ Consulting Call Centre Jobs in Cape Town
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SUMMARY:
Monitoring of real-time EFT processing and online transactions processing. Identifying and reporting on service impacting issues affecting the production environment, together with company products, networks, and applications
A clear understanding of the operational environment, an acute sense of urgency and the need to communicate accurately and timeously whilst ensuring near 100% uptime is maintained are key requirement
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Key Job Functions
- Assist Team Leader to maintain high levels of action, quality and precision, and a delivery focus
- Required to complete daily shift tasks
- Ensure escalation is done promptly to the correct Support department with minimal downtime
- Work with other departments to solve and close current problems where applicable
- Communicate and assist team Leader on the status of outstanding internal/external issues and communicate these with all parties concerned
- 1st line troubleshooting and problem-solving for internal and external clients as well as service providers where applicable
- Ensure all necessary tickets/incidents are logged and assigned to the relevant support department
- Ensure root cause and resolution analyses are included and updated in all Incidents being updated
- On the job training & knowledge, sharing requirements are brought to Team Leader's attention
- Ensure all Checklists are up-to-date, and information is captured accordingly
- Fulfil ad-hoc requirements that may arise and are not specifically listed above
- Provides ongoing support to colleagues
- Batch Processes File transmissions
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MINIMUM REQUIREMENTS & CORE COMPETENCIES:
- Matric/NQF4
- 2 3 years experience within a customer service/technical consulting role
- Strong overall Information Technology experience and knowledge
- Previous call centre/customer services experience within payment processes orientated environments
- Understand the real-time framework
- Strong Communication Skills: Written/verbal
- Understanding of systems monitoring
- Understand the EFT Switching environment
- Understand the Batch processing environment
- Understand the different file movement protocol (SFTP, XCOM, CD etc.)
- Have an understanding how to identify alerts and the process behind them, fixing
- Flexible to work shifts (4 days on 3 days off: 06h30 14h30/14h30 22h30/22h30 06h30)
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