First Line Analyst

1 month ago


Cape Town, Western Cape, Saudi Arabia Computacenter Full time

What you'll do

  • First line response and resolutions.
  • Customer interaction, triage and information gathering.
  • Utilise cutting- edge analytics platforms to pro-actively and reactively resolve end user technical issues.
  • As a successful Customer Experience Associate, you will proactively answer customer inquiries through our multiple channels including phone calls, self-service channels, and live chats.
  • Maintain a positive attitude and focus on customer satisfaction, as your primary duty.
  • Utilise your active listening skills and proficient writing skills to take control and promptly resolve end user customer issues, and to ensure maximum client satisfaction.
  • Apply your ability to follow processes and knowledge best practises to deliver the best service outcomes for every end-user engagement.
  • Work collaboratively cross functionally to identify and drive improved efficiencies and solutions.

What you'll need

  • Grade 12 or equivalent NQF level 4 information technology diploma.
  • Good working knowledge of Microsoft Office 365 applications.
  • Availability to work across a 24 x 7 shift pattern.
  • A strong service-oriented 'can-do' culture, with a strong focus on the 'internal customer' approach, committed to exceeding customer expectations.
  • Good degree of eloquence - high verbal and written skills in English are an essentail skill to converse with our Global user community.
  • Dynamic with a good understanding of empathy.
  • Able to operate as part of a high performing team.
  • Drive and energy to contribute to a fast paced, ever-changing environment.
  • Have an analytical, logical and inquisitorial approach when dealing with customer queries or matters.
  • Demonstrate clear purpose, enthusiasm, and commitment to a speedy and successful resolution.
  • High attention to detail and ability to follow and implement best practice processes.
  • Situational awareness and ability to use varying styles of communication to suit the occasion and the audience.
  • Innovative and growth mindset.
  • Self-motivated with the ability to work unsupervised.
  • Must be punctual and deadline driven.
  • When working from home, a stable and highspeed connectivity in a reliable fibre area and LTE connection is essential to run the service video is required.


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