Background information about the job or company

This role is for an IT Support Staff & Call Center Operator within the IECMS project at the Ministry of Justice (MINIJUST).

Responsibilities or duties

Interview IECMS users during telephone calls to obtain information useful in providing effective solutions. Manage inbound calls to ensure effective and timely resolution of IECMS user issues. Place outbound calls to verify IECMS user satisfaction. Escalate complex issues to more experienced IECMS team for proper resolution. Support personnel, and act as focal point when end-users face hardware, software, or system issues. Provide phone, remote access, and desktop support to IECMS users. Track assigned tasks throughout problem solving life cycle using the institution’s Help Desk system. Must maintain accurate and timely service tickets. Maintain records of inquiries or complaints as well as logs of interaction with customers. Calm end-users and ensure their challenges or issues are addressed properly. Perform any other task directed by his/her supervisor.

Qualifications or requirements

Key technical skills & knowledge required: Knowledge of customer service practices and principles. Excellent data entry and typing skills. Superior listening, verbal, and written communication skills. Demonstrate decisiveness in resolving problems, making decisions and identifying priorities. Good analytical skills and problem solving techniques. Good interpersonal communication skills and ability to work with others under pressure and solve problems. End-users focus and adaptability to different personality types. Ability to multi-task, set priorities and manage time effectively. The ability to learn quickly and work with minimum supervision.

Experience needed

NB: having Minimum of 1 year of experience in an IT Support and/or call center environment, especially in ICT industry. Previous experience in a customer support role. Having experience in Desktop Support, Network Administration, System Administration are added advantage. Certifications in A++, N++, MCIP, MCSA, CCNA are added advantage.

• Interview IECMS users during telephone calls to obtain information useful in providing effective solutions
• Manage inbound calls to ensure effective and timely resolution of IECMS user issues
• Place outbound calls to verify IECMS user satisfaction
• Escalate complex issues to more experienced IECMS team for proper resolution
• Support personnel, and act as focal point when end-users face hardware, software, or system issues
• Provide phone, remote access, and desktop support to IECMS users.
• Track assigned tasks throughout problem solving life cycle using the institution’s Help Desk system. Must maintain accurate and timely service tickets.
• Maintain records of inquiries or complaints as well as logs of interaction with customers
• Calm end-users and ensure their challenges or issues are addressed properly
• Perform any other task directed by his/her supervisor

• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Demonstrate decisiveness in resolving problems, making decisions and identifying priorities
• Good analytical skills and problem solving techniques
• Good interpersonal communication skills and ability to work with others under pressure and solve problems
• End-users focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• The ability to learn quickly and work with minimum supervision

• Minimum of 1 year of experience in an IT Support and/or call center environment, especially in ICT industry
• Previous experience in a customer support role
• Experience in Desktop Support, Network Administration, System Administration are added advantage
• Certifications in A++, N++, MCIP, MCSA, CCNA are added advantage