TMM 1st Line Technical Support Agent

Position Summary:
Reporting to the Total Managed Mobility Team Leader, this position is primarily that of a 1st line Technical Support Agent. The role involves dealing with simple and more complex queries asthey arise from our customers.

Main Responsibilities:
• Working in a busy team as part of a 1st line technical support.
• Ability to quickly build rapport with customers, colleagues and management.
• A strong commitment to delivering an excellent customer experience.
• Responsible for achieving the contractual SLA & Targets.
• Answering inbound/outbound calls and emails from our customers.
• Review UEM/MTP mobile security platforms.
• Diagnosing possible issues/causes.
• Support end user requests.

Knowledge, Skills, and Abilities:
• Relevant IT qualification or experience.
• Excellent attention to detail and organisational skills
• Knowledge of UEM Platforms & Networking would be a distinct advantage.
• Good working knowledge of Microsoft Office especially Word, Excel, and underlying
Windows OS.
• Previous experience in Mobile industry.
• Excellent computer literacy.
• Knowledge of Internet/Mobile technologies and an understanding of mobile security.
• Fluent English Language Skills: Able to communicate with customers on a day-to-day basis 
via telephone, email & chat services.
• Experience within a telecom’s environment.