Job Opportunities in South Africa

Description

Key Responsibilities

• Strong customer service background, preferably in a telephony and/or email based role.
• To provide support to users in resolving application-related incidents, service requests and problems in a timely and efficient manner in line with business requirements.
• Assist clients with any queries and questions on the Quill system via the Zendesk ticketing system, telephone and live chat.
• To provide timely communication to clients on the status of their service requests and incidents.
• Report any incidents to our Incident Management team, providing as much information as possible and keeping clients updated.
• Provide application support across all business functions.
• Maintain application support technical documentation.
• Setting up new client databases using Linux command line and creating users in both Active Directory and our internal web portal.
• Query databases and write/adapt current stored procedures using Firebird SQL
• Training new members to the team in Quill products and procedures.

Skills, Knowledge & Expertise

• Previous case management workflow or time recording experience
• Previous client and/or case management experience
• Experience of using a CRM (such as Zendesk.Fresh Desk or similar)
• Knowledge of Legal Aid would be beneficial
• Comfortable working towards strict KPI's and SLA's
• Excellent verbal and written communication
• Excellent problem investigation and problem solving skills
• Comfortable working in a process driven environment

Job Benefits

• We ask how tomorrow can be better than today
• We are passionate about solving our customer's challenges
• Our ideas break boundaries
• We value different perspectives and encourage dialogue
• We take ownership and celebrate together

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