Mothusi Mathobela

• Diagnosing and troubleshooting equipment within the client environment
• Working independently and communicating effectively in written and oral form.
• Establishing and maintaining effective work relationships with those contacted in the performance of required
duties.
• Operating a variety of standard office and retail equipment including POS terminals and servers, personal
computers, printers, and copiers.
• Coordinating Retail computer hardware and software troubleshooting, installation, repair, and problem diagnosis.
• Receiving calls for assistance, installations, and general maintenance.
• logging calls and taking appropriate action to ensure a satisfactory response within acceptable time frames for the
user community.
• JIRA Ticketing system knowledge.

• Serving as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determining the best solution based on the issue and details provided by customers.
• Walking the customer through the problem-solving process.
• Directing unresolved issues to the next level of support personnel.
• Providing accurate information on IT products or services.
• Recording events and problems and their resolution in logs.
• Following-up and updating customer status and information.
• Passing on any feedback or suggestions by customers to the appropriate internal team.
• Identifying and suggest possible improvements on procedures

• Product knowledge for closing more sales.
• Maintaining accurate information about customer records for billing purposes.
• Managing of all incoming service requests by establishing an effective working relationship with customers.
• Providing hands-on technical assistance when necessary.
• Troubleshooting to identify and resolve technical problems in a timely manner.
• Installing, configuring and managing software and their functions according to specifications.
• Reviewing and updating documentation to ensure all necessary processes are followed for the services provided to
• customers.
• Proficiency in SAP customer relationship management (CRM) and task management software.
• Proactively resolving customer issues, such as trouble ticket creation, service requests, and problem resolution.
• Ability to work under pressure and according to specific call resolution targets