Frontline Customer Support Engineer I, Johannesburg

Role Overview The Response Center Engineer is the first line of response for incoming customer issues, ensuring timely and effective resolution of tickets and queries. This level requires a high level of technical expertise combined with exceptional communication skills to deliver outstanding customer experience.

Experience Level Needs help often with more complex tickets; working towards independent resolution with manager guidance.

Key Responsibilities

Reactive Support:

Address incoming customer tickets and calls with guidance, providing effective solutions for straightforward issues. Escalates complex issues appropriately.

Ticket Ownership:

Pull tickets off the support board and follow through to resolution, seeking assistance when needed for complex problems.

Communication:

Maintain clear communication with clients throughout the ticket lifecycle, keeping them informed of progress.

Customer Experience:

Handle each customer interaction professionally, aiming for high customer satisfaction.

Documentation:

Contribute to and improve client documentation under guidance.

Ticket Hygiene:

Accurately select agreements, Type/Subtype/item, and statuses for all assigned tickets.

Required Skills&Certifications Certifications Required

Relevant Microsoft Certification (determined in collaboration with manager)

Networking Fundamentals

Network+ (CCNA as option)

Soft Skills

Good customer service and communication skills

Ability to troubleshoot and support client issues with some assistance for complex issues

Good time management skills Low level desktop support engineering - apps and performance

Technical Skills

Low level cloud service support (e.g., O365 SharePoint, Gmail/Google Apps)

Basic Network Troubleshooting

Basic DNS and DHCP Troubleshooting

Basic server support

Success Metrics Performance in this role is measured through the following key performance indicators:

Customer Ticket Engagement:

Average of 5.6 hours/day (70% of time) dedicated to customer tickets (NC/NB/B).

Billable Time Utilization:

Average of 4.4 billable hours/day (55% billable time).

Ticket Resolution:

Close an average of 5 tickets per day.

Call Handling:

Answer between 3-6 calls per day.

Service Level - Calls:

Answer calls before they hit 5 minutes of queue time.

Service Level - Tickets:

Pick up and begin working on tickets within 1 hour of assignment.

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