DHA Technical Call Centre Agent

Join Interfile, one of South Africa’s leading fintech companies in the Electronic Bill Presentment and Payment space. Be part of a team delivering large scale technology solutions and innovative projects used by millions of people across corporate and government sectors. With a strong focus on customer delivery, modernization, and innovation, Interfile offers the opportunity to work on exciting new developments in a modern office environment near Montecasino, complete with a gym, canteen, and collaborative chill spaces.

As a DHA Technical Call Centre Agent, the primary objective is to provide technical support to existing and new customers (sites), specifically addressing intricate queries related to DHA IRE through efficient and effective telephone and email assistance.

Responsibilities

• Professionally handle incoming calls from DHA IRE users, demonstrating expertise in troubleshooting and problem resolution.
• Strive for excellence in achieving first-call resolution for end-users, providing in-depth one-on-one assistance over the phone.
• Receive, log, and expediently assign support requests in adherence to Client SOP and SLA standards.
• Ensure meticulous logging of all calls, guaranteeing accurate classification under the appropriate call type, precise capture of client details, and a comprehensive description of the resolution.
• Provide comprehensive guidance to users, showcasing ingenuity in applying knowledge to address non-standard situations effectively.
• Identify and diagnose the source of application problems, applying a robust problem-solving approach.
• Adhere rigorously to all Company SOPs, ensuring compliance with established procedures.
• Effectively communicate updates on new IRE services and procedures to DHA IRE users.
• Play a pivotal role in the training of additional DHA Technical Agents as required, participating in shadowing initiatives.
• Maintain a meticulous record of contacts and resolution details, including thorough follow-up information on Heat.
• Timely submission of detailed daily, weekly, and monthly activity reports to keep stakeholders informed.
• Undertake in-depth troubleshooting of IRE issues, escalating to higher tiers of support when necessary.
• Establish daily contact with all sites experiencing issues, providing proactive support and solutions.
• Investigate and resolve issues related to sites with POS devices and no card transactions, ensuring seamless functionality.
• Address challenges pertaining to sites that have not successfully day-ended or opened shifts, ensuring swift resolution.
• Daily monitoring and management of the DHA IRE Support mailbox to address and resolve inquiries promptly.
• Actively engage with and address reports related to Daily Day End, Shifts Not Open, BAS, and POS transactions.
• Consistently achieve and surpass Technical Agent Benchmarks and SLA requirements on a monthly basis, aligning with the contractual obligations with DHA.

Requirements

• Matric Certificate
• Intermediate level of Microsoft
• Oracle SQL - MUST HAVE
• Minimum of 2 years of proven and progressive experience in a similar technical support role.