1st Line Technical Support Agent

Job Title

1st Line Support Consultant – Uniware Systems

Job Summary

We are seeking a 1st Line Technical Support Agent to join our busy Customer Support team. The successful candidate will add strength to our highly capable support operation and report to the Service Desk Manager.

Responsibilities

• Deliver first‑class, professional customer service in a 1st line support position.
• Use sound judgment and take decisions within established procedures for each service request, including logging, processing and follow‑up, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
• Log calls in the support database, assign priority level and service level agreement, and manage customer expectation on time of resolution.
• Problem solve support issues using own knowledge and support libraries.
• Escalate calls to higher level of support organiza...