Customer Support Officer – CSO (Human Capital Moz) Tempo Inteiro

Primary Responsibilities

• The Customer Support Officer is part of Operations and will support all the company customers;
• Customer Support Officers will support users of the computer systems and networks of the company. They may install and configure computer systems, diagnose hardware/software faults and solve technical and applications problems, either over the phone or in person, at the company premises or in the field;
• Customer Support Officers will also provide help desk services on the phone and at the premises of users of the systems. Work in shifts is required.

 Reporting Line

• The position reports to the Operation’s Director.

Specific Responsibilities

Main Functions

• installing and configuring computer hardware and operating systems, network equipment and applications; replacing parts as required;
• monitoring and maintaining computer systems and networks;
• talking / guide staff/clients through a series of actions, either face to face or over the telephone;
• Perform Quality / UAT / Stress tests;
• troubleshooting system and network problems and diagnosing and solving hardware/software faults;
• following diagrams and written instructions to repair a fault or set up a system;
• supporting the roll-out of new applications;
• Setting up new users’ accounts and profiles and dealing with password issues;
• responding within agreed time limits to call-outs;
• working continuously on a task until completion (or referral to third parties, if appropriate);
• prioritizing and managing many open cases at one time;
• Rapidly establishing a good working relationship with customers and other professionals (e.g., customs officers, any user…);
• Conducting electrical safety checks on computer equipment.Replace washers, faucets and seals on malfunctioning plumbing equipment; repair leaky faucets and clean clogged drains; install and repair sprinklers;
• May, from time to time be required to work out of station.

 Other assignments

• Attend to any other assignment as may be given to him from time to time;
• At all times, comply with the company Code of Integrity and Professional Conduct.

Profile

• Qualifications — A graduate, ideally with a minimum of two (1-2) years experience of the IT experience in network and/or IT systems. Is able to work well under tight deadlines, deal sometimes with heavy workloads and with a high degree of individual responsibility, all of which are implicit in the position;
• Team & organizational competencies — Willingness to work as part of a team, have a positive attitude towards their work. Efficiently organize own time. Assess priorities within their own area of responsibility. Handle routine work with limited supervision. Can demonstrate customer service orientation. Is a versatile self-starter;
• Social Perceptiveness — Being aware of others’ reactions and understanding why they react as they do.

Required Skills

• Ability to read and interpret documents and drawings;
• Ability to write detailed repair reports as well as good verbal communication;
• Able to communicate proficiently in both English and Portuguese (Written and Oral);
• Administration — Write report and summarize daily, weekly and monthly activities;
• Computer Skills – Very good knowledge of PC and Windows; good knowledge of networks, LAN and wireless LAN;
• Good organising and leadership skills with a quest for operational efficiency;
• Able to work with minimum supervision;
• Good communication skills both written and verbal;
• Good public relations and interpersonal skill;
• Able to develop and nurture team spirit;
• Apply judgment fairly and without favour to his team and motivate individual and team performance;
• Be ethical and of high integrity;
• Good report writing capability.

Other Information

• Be ethical and of high integrity;
• Good report writing capability.