Support Agent Technical

KHETHIWE MTHEMBU

Address: **** ****** ****** ******** *** 2 Katlehong 1434

Email: *******.**@*****.***

Contact number : 081*******

WORK EXPERIENCE

Digital solutions group pty Ltd. Nov 2022 – Current

Helpdesk support agent

Responsible for logging network faults with upstream providers/ ISP. Monitoring network systems.Following up logged faults and updating tickets logged on the systems within the SLA

Digital Solutions group pty Ltd. Aug 2019 – Nov 2022

First line support agent

Responsible for attending calls, communicate with clients via email, logging tickets, monitoring or acknowledging system alerts, monitoring surveillance cameras and report faults.Escalating queries to standby team and second line support team, Basic troubleshooting,Assist clients telephonically who are unable to access network and card machine.

Digital solutions group careline. Nov 2017 – Aug 2019

Customer care agent

Responsible for logging customer complaints, follow up on queries, Attending to calls, drafting emails, resolve complaints within turn around time.

Transactional Capital Recoveries. March 2014 – Nov 2017

Debt collector

Responsible for collecting debts on accounts that are arrears, make arrangements with customers, update customer information on the system and tracing customer details on the system.

EDUCATION

Richfield Graduate Institution (PC and business training ). 2020

National certificate in service technician (A+)

Richfield Graduate Institution (PC and business training ). 2016

Bachelor’s degree in information technology

Sabane secondary school. 2013

Matric certificate

SKILLS : Communication, leadership, Analytical skills, Problem solving

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