Senior Technical Support Consultant

Our Client is a leading Gadgets leader globally, providing products, technical support, repairs, product assistance, and related customer solutions.
  They are seeking to hire a Senior Technical Support Consultant to provide customer technical support by troubleshooting and resolving technical issues, including configuring internet connections and software issues. The role also involves providing training and assistance to clients, as well as exceptional and professional quality support service.


Job Responsibilities

1. Process Management

• Ensure that all calls are correctly logged into the system timely.
  

• Ensure that all repairs are sent to the service center the next working day.
  

• Work through the collections report twice a week (Monday & Wednesday) to ensure all units waiting for collection are accounted for.
  

• Ensure that follow-up e-mails are responded to and actioned daily.
  

• Ensure that all units received back from the service center are signed for, immediately updated on the system and placed in a secure, dedicated “Collections” area.
  

• Ensures adherence to all technical processes.
  

2. Customer Service

• Ensures the technical desk delivers the best possible service by exceeding customer expectations.
  

• Implement and ensure adherence to customer solution mechanisms for troubleshooting.
  

• Follow-up customer complaints and resolve or escalate where possible.
  

• Ensure the correct person is in place at the correct time to ensure service levels are optimized.
  

• Conducts follow ups with customers to ensure quality service is being provided.
  

3. Systems Management

• Adhere to all policies and procedures and in-store support systems.
  

• Follow all support processes – special care OBF.
  

• Utilize the job system effectively.
  

4. Theft, Loss and Stock Control

• Stock control of replacement warranty units.
  

• Return of spares to the workshop with correct reporting.
  

• Asset management of technical equipment.
  

• Ensure an asset audit takes place and an up to date asset register is in place and reported monthly.
  

• Control of stock items and assets with focus being on minimizing stock loss.
  

• Adherence to all security measurements within the store relating to customer property and warranty units.
  

5. Training and Development

• Ensure that technical staff meet all training requirements and certifications as per Apple requirements.
  

• Acquire sufficient product knowledge of 3rd party products – ongoing through web research.
  

• Ensure all Technical Staff stay up to date with 3rd party products.
  

• Ensure your own certification is updated in line with Apple requirements.
  

• Ensure that relevant staff receive training on Filemaker and technical processes.
  

6. People Management

• Manage technical support staff in line with their KPA’s and company values and behaviors.
  

• Lead by example.
  

• Responsible to onboard and training all new company's technicians.
  

• Assists technical staff with trouble shooting when required.
  

• Completes staffing roster for the technical desk to ensure productivity levels are maximized.
  

• Contingency plans are in place for technical desk.
  

• Ensure that all support staff are certified as per the latest requirements.
  

• Attend monthly brainstorming and feedback session with the head of technical support.
  

7. Stock Management

• Ensures adherence to all technical processes.
  

8. Operations & Trainings

• Completes all relevant paper work related to technical repairs.
  

• Adheres to all admin policies and processes related to the organization.
  

• Maintain housekeeping standards as per SOP.
  

• Maintain and adhere to all APR branding standards and organization's merchandising standards.
  

• Maintain the technical floor area at required standards as per SOP.
  

• Keep up-to date with all product knowledge and training.
  

Job Requirements

• Minimum qualification – B.Sc. or equivalent.
  

• Minimum of 5 years’ experience.
  

• Proven track record in technical support.
  

• Certified Apple technician - Required to achieve and maintain Apple Product Professional status on the Apple sales training online site.
  

Key Competencies Required

• Technical and professional know how
  

• Disciplined approach to work
  

• Attention to detail
  

• Customer Focus
  

• Passion
  

• Getting things Done
  

• Teamwork
  

• Embracing differences
  

• Integrity
  

• Business awareness, Negotiation
  

• Communication
  

• Persuasiveness
  

• Entrepreneurship & Innovation
  

• Flexibility
  

• Efficiency and Effectiveness
  

• Interpersonal skills