Wyzetalk is a mobile-first employee engagement company that connects large businesses with their dispersed, non-desk workforce to improve communication, increase engagement and boost productivity.
Harnessing the power of our technology platform, we’re constantly challenging the way organisations communicate and engage with their employees. Our digital solution is the perfect way for clients to reach every employee (regardless of job level, location or mobile device) – and we need you to help us make this process as seamless as possible!
Are you as excited to bring innovation on digital employee engagement as we are? Are you passionate for creating a strong and sustainable product and do you love working in an international environment? We’re looking for a creative and enthusiastic 1st Line Support Officer.
Wyzetalk is the leading digital employee engagement platform that connects large organisations with their non-desk workforce to improve communication, increase engagement and to drive business performance. The power of feeling included and valued, receiving correct and relevant information and being asked for feedback brings the employee into the centre of the business. We are already grounded in South-Africa (with 100 FTE) and now expanding our business to Europe. For the last 10 years, we have consistently seen that when a business chooses to connect, communicate, and engage with their people, there is a remarkable shift in how employees feel and engage with the business.
The 1st Line Support Officer will work as part of a support team delivering 24/7, in 12-hour shifts, first level support to our global customer base.
Key areas of responsibility
- Customer Ticket Resolution – You will need to manage customer tickets relating to the customer product through the relevant support systems provided.
- Customer Service – You will interact and engage with customers over multiple channels. You will provide feedback to customers via telephone and/or written communication, with customer facing etiquette. Work with customers to identify issues that may be complex and assist in resolving the issues.
- Additional Support to Professional Services Support – You will assist Professional Services with any queries, issues or support they require and provide fast and effective feedback.
- Team Building and Collaboration – As part of the Wyzetalk team you will adhere to the company’s policies, values, and culture; you will attend Support meetings to stay up to date with training, new implementations, etc; and you will attend weekly Wyzetalk Team Meetings to stay up to date on all information related to the Company and its clients.
Completed Grade 12 / NQF Level 4 / Matric
SA citizen or permanent resident
3 months experience in a technical or customer support environment. Previous experience in a service environment will be beneficial.
1 years’ experience in the communication sector
Basic understanding of device platforms (desktops, laptops, tablets, mobile phones, streaming devices), compression software, digital services and associated technical terminologies.
Experience using Windows operating system, sending emails, MS Word, Excel, PowerPoint
Experience creating training materials such as manuals, video, FAQs etc would be advantageous.
You must be able to multi-task, think on your feet, and problem solve when necessary, and use common sense when answering customer questions.
You will need an excellent command of the English language, both written and verbal.
You will need a caring and empathetic demeanour and have the ability to use effective questions and to demonstrate active listening.
Good comprehension skills are essential in order to clearly understand the issues customers present.
Good telephonic skills are a must.
To find out more about this position or to apply, please email firstname.lastname@example.org