Automotive - Automotive Technician Gauteng FULL TIME Job Summary Key Performance Areas * Customer Communication 30% * Incident Logging             20% * Incident Handling             20% * Trouble shooting             20% * Teamwork                         10% Competency Requirements for Position Knowledge * Knowledge of networks in the telecommunications industry (Cisco WANs / LAN) * Knowledge of customer service principles * Knowledge of effective customer engagement Skills * Strong written and verbal communication skills in English * Understanding of network design * Analytical thinker * Customer Centricity Behavioral * Customer Responsiveness * Results driven * Problem solving * Attention to detail * Stress tolerance * Resilience * Proactivity * Resilience Minimum Qualifications: * CCNA * ITIL Minimum Experience:  Minimum of 2 -3 years experience in telecoms sector. Other requirements * Must be willing to work weekend shifts monthly * Must be willing to work flexible shifts * Must be willing to work night shift * Must have own transport Job Grade: * C1 Key Stakeholder Relationships Internal * Sales * Projects * Ops * Quality Assurance * Carrier Relations External * Suppliers * Customers Key Performance Areas & Indicators Customer Communication * Deal with Customers, either telephonically or via email, in a courteous, efficient and prompt manner. - Positive feedback from customers - Emails attended to before end of shift * Priortise Customer Centricity and utilize empathy in all communications.- Phones answered within 3 rings * All emails to be written in appropriate business language - Professional company image * Ensure “active” listening at all times when dealing with Customers - Accurate, clear understanding of the issue Incident Logging * Capture detailed, accurate information of the incident, either telephonically or via email - Ticket raised within 15 minutes of receiving the call or email Incident Handling * Adhere to Standard Operating Procedures - Ensure compliance with ISO standards * Follow up on all assigned tickets and ensure Customers are updated hourly - Timely and accurate feedback * Escalate outstanding incidents to suppliers or senior engineers for resolution - Incidents to be resolved with the relevant SLA * Adhere to daily standards regarding the closing of tickets - Minimum of 10 tickets closed daily Troubleshooting * Diagnose the problem, identify the root cause and resolve the issue as quickly as possible - Adhere to Standard Operating Procedure Teamwork * Work with colleagues to achieve overall team goals - Demonstrate willingness to assist others * Highlight problems and work with team to find solutions - Suggest solutions instead of problems * Take personal ownership of problems with full accountability. - Go the extra mile for the Customer Recruit-It Recruiter