Tebogo Machaka
Centurion
Summary
Astute inbound technical support agent intern with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Inbound Technical Support Agent Intern
Sage SA
08.2023 - Current
- Enhanced customer satisfaction by providing timely and effective technical support for inbound inquiries.
- Resolved complex technical issues with clear communication and a customer-centric approach, resulting in higher customer retention rates.
- Improved first-call resolution rates by thoroughly documenting customer interactions and troubleshooting steps.
- Collaborated with team members to identify recurring issues, leading to the development of new support processes and solutions.
- Achieved high levels of customer satisfaction by quickly identifying root causes of technical problems and implementing efficient solutions.
- Guided customers through step-by-step problem-solving techniques, ensuring successful issue resolution while maintaining excellent rapport.
- Streamlined support procedures by creating easy-to-follow user guides and FAQs for common technical issues.
- Managed multiple priorities effectively, ensuring all customers received prompt attention and accurate assistance.
- Trained new hires on company-specific software applications, contributing to their smooth integration into the team.
- Maintained detailed records of customer interactions, enabling swift access to important information during follow-up calls or escalations.
- Assisted in the development of internal knowledge bases to improve overall team efficiency and expertise in addressing technical concerns.
- Met or exceeded performance targets consistently through diligent adherence to established protocols and procedures for technical support delivery.
- Supported continuous improvement initiatives within the organization by sharing valuable insights gained from daily interactions with customers.
- Contributed to positive team morale by consistently demonstrating professionalism and commitment to excellence in all aspects of work performance.
- Demonstrated exceptional aptitude for troubleshooting complex issues with minimal escalation, reflecting strong analytical skills and deep product knowledge.
- Adapted quickly to changes in technology platforms, proactively updating personal skill sets accordingly to maintain a high level of service quality.
- Participated actively in cross-functional teams aimed at improving internal systems, ultimately enhancing customer experience.
- Handled challenging customer situations with empathy and professionalism, turning potentially negative experiences into opportunities for relationshipbuilding.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Balanced the needs of both individual customers and the wider organization by managing time and resources effectively, ensuring optimal outcomes for all parties involved.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
Learnership for Project Management
ford SA
03.2021 - 02.2022
- Streamlined PMO processes by implementing standardized project management methodologies and tools.
- Enhanced project success rates through continuous improvement initiatives and monitoring project performance.
- Reduced project risks by conducting thorough risk assessments and implementing mitigation strategies.
- Optimized resource allocation for projects, ensuring timely completion within budget constraints.
Admin Intern
Audi
03.2020 - 02.2021
- Streamlined office processes by organizing filing systems and implementing digital solutions.
- Enhanced team efficiency by taking detailed meeting notes and distributing them promptly to relevant staff members.
- Supported department heads with scheduling, preparing materials for presentations, and coordinating events.
- Ensured timely completion of projects by tracking progress and updating project management software accordingly.
- Managed multiple priorities effectively by utilizing strong organizational skills and regularly updating task lists to ensure deadlines were met.
- Handled sensitive information with discretion, ensuring confidentiality was maintained at all times when dealing with personnel records or proprietary company data.
- Created and updated records and files to maintain document compliance.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Answered incoming phone calls pleasantly directed calls to appropriate personnel.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Education
B-tech - Economics
Tshwane University of Technology
Ga-Rankuwa ,South Africa04.2022
B-tech - Economics
Tshwane University of Technology
Ga-Rankuwa, South Africa 04.2018
High School Diploma -
Solomon Mahlangu Freedom School
Pretoria ,South Africa12.2013
Skills
- File Management Software
- Customer Needs Assessments
- Customer Inquiries
- Customer Satisfaction
- Customer Interaction
- Troubleshooting Network Issues
Certification
SVIP-Sage VIP-Premier/SBCPP Payroll Certified Consultant
Languages
English
Advanced (C1)
Timeline
Inbound Technical Support Agent Intern
Sage SA
08.2023 - Current
Learnership for Project Management
ford SA
03.2021 - 02.2022
Admin Intern
Audi
03.2020 - 02.2021
B-tech - Economics
Tshwane University of Technology
B-tech - Economics
Tshwane University of Technology
High School Diploma -
Solomon Mahlangu Freedom School
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