Phangwa Phineas Valene
Field Technician
Johannesburg
Summary
Experienced Technical Support Specialist with a strong background in helpdesk and customer service. Solid track record of providing exceptional support for various products and services. Skilled in quickly identifying issues and streamlining the resolution process to effectively engage customers. Committed to delivering top-notch technical solutions, ensuring customer satisfaction, and enhancing overall user experience.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Technical Support Specialist (Integrated Payments)
SureSwipe
Johannesburg
02.2019 - 05.2020
- Escalations-support of payment software
- Logging of payment issue on internal helpdesk
- Logging and monitoring of call in salesforce
- Implementation of payment project for merchant base
- Remote assistance for on-site technicians
- Retrieval and analysis of merchant log files and liaison with internal payment team
- Liaise with customer, Sure swipe call center, POS vendor, banks and communications vendors
- Assist in staff and customer training
- Hardening and software installation of payment servers
- Monitoring of payment server performance and OS updates
- Assist in readiness of new merchants store for installations
- Escalation of ongoing/unresolved issues to the appropriate team/contact
- Technical account management
- Assist sales team and account managers in managing key customers and 3rd parties including: POS Vendors, Suppliers, Merchant, Banks, Communication companies, ISP's
- After hours standby: 5pm till 10pm every second week, Saturday and Sunday- 8pm till 10pm every second weekend
Field Support Technician
VeriFone Africa
Johannesburg
02.2013 - 12.2017
- Installing and training new merchants (Credit card machine or Point of sale)
- Calling merchants to make appointments for repairs calls and collections
- Attending calls logged and allocated to my area by Helpdesk and Merchant Services
- Provide training to merchants after
- Making sure all calls allocated to my area are all completed within SLA
- Maintaining required 95% SLA
- Closing completed call on system
- Doing Stock Count and sending weekly reports on Stock-in-hand as well as Faulty Stock to my manage
- Training new merchants as well existing merchants
- Ensuring company car never miss scheduled dates for service and is kept clean
- Month-end Submission on time
- Safe driving
Helpdesk Team Leader
VeriFone Africa
Johannesburg
12.2009 - 02.2013
- Evaluating Helpdesk team member's technical and client service outputs against their KPA's within their area of responsibility
- Assisting the Helpdesk team with technical guidance and system training
- Communicating effectively with the team regarding all developments, from policy changes, new SOP's, and business perspectives
- Hands-on monitoring the helpdesk team's general performance and ensuring all activities and tasks are completed on time and at the level expected by the client
- (SBSA)
- Constantly re-evaluating the time spent on calls, the allocation of tasks, chasing all outstanding calls/tasks
- Communicating with all parties including management to ensure that all relevant parties are updated and aware of the status of matters and where the firm is at risk, and all relevant issues and information is promptly escalated
- Proactively identifying problems as well as determining where problems could arise, and escalating these timeously
- Coming up with appropriate contingency plans and new SOP,s/ways forward to solve the problem
- Ensuring on going client satisfaction and feedback (for example turnaround times and enhanced client communication, quality control)
- Driving outputs and deliverables in order to ensure that the helpdesk team achieves the goals set according to deadline
- Assisted call taking and logging of repair calls, escalation when required
- Regular updates on the team's performance and suggested goals within the team
- Regular Quality checks on logging calls, call taking and call handling
- Coaching and mentoring as required, regularly keeping agents updated and informed
- Performance discussions monthly and Bi-weekly, one on one sessions Bi-weekly
- Managed help desk consisting of 15 employees and conducted performance evaluations.
Helpdesk Agent (Technical Support)
VeriFone Africa
Johannesburg
05.2008 - 11.2009
- Answering Inbound calls from SBSA merchants
- Provide quality customer service on every call I receive
- Communicate Clearly and effectively to merchants
- Recognizing assertive customer calls and escalating to the manager when necessary
- Logging job requests to field technicians if troubleshoot was unsuccessful telephonically
- Escalate software related issues to the helpdesk manager
- Keeping all merchants information and contact details updated all times
- Support teamwork and call centre success
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Used ticketing systems to manage and process support actions and requests.
- Maintained detailed records of customer interactions, documenting resolutions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Provided on-call support for critical issues related to Point Of Sale (POS).
Education
High School Diploma -
Northview High School
Johannesburg 01.1997 - 01.1999
Some College (No Degree) - Role of a Manager [Module 1,2,3]
Amathuba Training & Skills
Johannesburg 01.2015 - 01.2016
Some College (No Degree) - Conflict Management, Effective Communication, Motivate & Build a Team, Customer Service for Call Centre, Customer Relationship Management, Customer Service for Helpdesk Analyst
Purple Hippo Training
Johannesburg 01.2012 - 08.2012
Skills
Customer service expertise
Character Traits
- Strong work ethics
- Ability to deal with stressful situations
- Exceptional customer service
- Solid Computer Literacy
- Interpersonal skills
- Excellent telephone manner
Contact Details
0647352552, phangwavalene2@gmail.com
Personal Information
- ID Number: 7912285439088
- Date of Birth: 12/28/79
- Gender: Male
- Nationality: South African
- Driving License: Code 10 PDrP with Defensive Driving Training
- Marital Status: Engaged
Timeline
Technical Support Specialist (Integrated Payments)
SureSwipe
02.2019 - 05.2020
Some College (No Degree) - Role of a Manager [Module 1,2,3]
Amathuba Training & Skills
01.2015 - 01.2016
Field Support Technician
VeriFone Africa
02.2013 - 12.2017
Some College (No Degree) - Conflict Management, Effective Communication, Motivate & Build a Team, Customer Service for Call Centre, Customer Relationship Management, Customer Service for Helpdesk Analyst
Purple Hippo Training
01.2012 - 08.2012
Helpdesk Team Leader
VeriFone Africa
12.2009 - 02.2013
Helpdesk Agent (Technical Support)
VeriFone Africa
05.2008 - 11.2009
High School Diploma -
Northview High School
01.1997 - 01.1999
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