Clement Dlamini
Technical Support Consultant
Johannesburg
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Technical Support Representative position. Ready to help team achieve company goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Technical Support Representative
Quantanite
Sandton
09.2022 - Current
- Developed user-friendly guides and resources to assist customers with self-resolution of common technical issues.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Documented support interactions for future reference.
- Installed and configured operating systems and applications.
- Handled 15 calls per day or over 30 calls on a high call volume per day
- Email Support both technical and billing
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Omni Channel Consultant
Multichoice
Randburg
01.2013 - 01.2022
- Resolving and escalating billing queries, reconnection and disconnection of accounts, technical support, allocating payments to correct account, capturing journals, adhere to business rules, dealing with customer complains, selling and activating insurance products (funeral cover, decoder insurance, etc), served as Stand-in Supervisor, sending attendant report, compiling previous day stat report, attending to supervisor escalations, calling customers back and resolving unattended queries, encouraging team to reach daily targets, holding team meetings for business updates and doing refresher product training
- Handled over 60 calls per day
- Delivered high-quality presentations to stakeholders, effectively communicating project objectives and results
Box-office Analyst DDM
Multichoice
Randburg
06.2016 - 12.2018
- UAT Testing Analyzing calls log report for DDM, Supporting In-countries resolving customer queries, Traveling to in-countries, Analyzing root cause to system failure, Compiling monthly calls logged reports for management
- Identified and resolved problems through root cause analysis and research.
Sales Specialist
Sportsmans Warehouse
Johannesburg
01.2010 - 01.2012
- Be involved in stock control and management, assisting shoppers to find the goods and products for themselves, stocking shelves with merchandise, answering queries from customers, reporting discrepancies and problems to the supervisor, giving advice and guidance on product selection to customers, responsible for dealing with customer complaints, working within established guidelines, particularly with brands, attaching price tags to merchandise on the shop floor, receiving and storing the delivery of large amounts of stock, keeping up to date with special promotions and putting up displays, training of flexible employees on Product knowledge, stock taking
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs
- Trained and mentored new sales representatives
Call Center Agent (Outbound)
Market SA
Johannesburg
01.2010 - 06.2010
- Respond to customer inquiries, research required information using available resources, provide customers with product and service information, data capturing, process orders, forms and applications, identify and escalate priority issues, route calls to appropriate resource, follow up customer calls where necessary, complete call logs, produce call reports
- Provided support for escalated calls, acting as liaison between customer and upper management when necessary
Education
High School Diploma -
J.G, Strydom High School
Johannesburg, South Africa 01.1998 - 01.2003
Skills
Active Listening
undefinedQualifications
J.G, Strydom High School, Johannesburg, South Hills, 2003, Matric, English, Afrikaans, Mathematics, Business Economics, Accounting & Economics, Intec College, 2007, Financial Accounting, Financial Accounting 1, Business Communication, Principles of Business Law, Management 1, Cost Accounting Management, Talent Computers, Ms. Office, 2006
Name
Clement, Vuyolwethu
Alternative Number
0631690336
Criminal Record
None
Personal Information
- ID Number: 8411266023085
- Nationality: South African
- Marital Status: Single
References
- J.G. Strydom High School, (011) 613-3518\9
- Talent Computers, Noluthando, 0739531627
- Dunamis International Family Church, Pastor Lambert Bester, 0823877010
- Sportsmans Warehouse, Mr. Skhumbuzo Maseko (Manager), 0824962182, Mr. Nathi Gina (Branch Manager), 0824219939, Tiro (Floor Manager), 0738212839
- Market SA (Randburg), 0781117637
- Multichoice, Richard Setati (Business Desk), 0848449284, Veronica Mgedezi (Coach), 0735384060, Keith Ramaotswa (Team Leader), 0733916904, Everlyn Matsitse (Team Leader), 0839452081
- Showmax, Lolo Nkosi, 0767992133
- Quantanite, Boitumelo Mosimane(Team Leader), 0736170029, Shaquille Classen( Team Leader), 0615186347
Playing Cricket, Soccer, Hiking,, love reading and travelling
I have experience playing cricket from primary school to club level, and even reached provincial level before having to stop due to relocating. While I also play soccer, cricket remains my true passion. I have recently discovered hiking as a new hobby, finding it therapeutic and relaxing. Given the chance, I would love to travel more. Reading is how I typically unwind at home and pass the time.
Timeline
Technical Support Representative
Quantanite
09.2022 - Current
Box-office Analyst DDM
Multichoice
06.2016 - 12.2018
Omni Channel Consultant
Multichoice
01.2013 - 01.2022
Sales Specialist
Sportsmans Warehouse
01.2010 - 01.2012
Call Center Agent (Outbound)
Market SA
01.2010 - 06.2010
High School Diploma -
J.G, Strydom High School
01.1998 - 01.2003
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