Intern: Tech support Agent

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  Location

  (SOUTH AFRICA) and Cape Town

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  Job Reference

  21564

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  Functional Area/Experience

  IT / Fresh Graduate

Job Description & Qualifications

Who we are is because of our people. They are our greatest asset.  TFG is an internationally diversified retail portfolio of 34 speciality lifestyle and apparel brands that Inspire our Customers to live their Best Lives and are woven into the lives of millions. Our vision is to create the most remarkable omnichannel experiences for our customers. TFG is more than a workplace, it's a launchpad for your growth. Join us and explore endless growth opportunities across our diverse brands.  We’re a purpose-led business, and on this team, you’ll share the pride of making an impact across a whole industry. 

We’re the designers, the makers, the shakers and the teams behind the scenes. 

Are you with us? 

Key Responsibilities:

• Providing first line systems support to head office and stores users
• Liaison with head office and store staff, colleagues and vendors
• Logging of ALL incoming telephone calls, WhatsApps, WebChats and self-service contacts on Technical Support call logging application (Synergy)
• Assign call priority appropriately and timeously
• Follow-up on open calls
• Resolve calls with correct resolution and inform user of the resolution details
• Escalating of all High Priority calls to Senior Management, including Incident Manager
• Liaising with 2nd and 3rd level support, as well as other business units
• Liaising with external vendors on status of logged calls

Qualifications and Experience:

• Must have a recognized 3-year IT qualification or Matric with MCSE (certification is highly desirable)

Skills:

• Excellent verbal and written communication skills
• Proficient in MS Office (PowerPoint, Excel and Word)
• Strong client orientation
• Prior experience in IT service desk experience is a plus
• To be accurate and pay close attention to detail
• Analytical and problem-solving skills
• Ability to work in a fast-paced environment and manage multiple priorities

Behaviors:

• Continual Improvement - Actively seeks opportunities to continually improve processes 
• Decision Making - Analyses complex situations to ensure effective and timely choices 
• Entrepreneurial thinking
• Meeting Customer Expectations - Consistently delivers exceptional customer service 
• Presenting & Communication - Articulates ideas clearly to different audience

Preference will be given, but not limited to, candidates from designated groups in terms of the Employment Equity Act.