_{28th August, 2023}

The Customer Service Agent will deliver accurate and professional response to customer inquiries, reported issues and general customer requirements. A Customer Service Agent needs to become a super user in all aspects of the MTI Taxi dispatch system. This super user description includes the use and configuration of all programs, features, call centre applications, App and web applications and administrator practices of the MTI Taxi dispatch system. A Customer Service Agent super user description also extends to in vehicle equipment, setup, and troubleshooting.

Key Responsibilities:

• Provide front line help desk customer support
• Provide front line email customer support
• Provide 24 x 7 emergency pager support on a roster basis
• Provide assistance and support to other team members
• Investigate and offer resolutions for reported customer issues
• Test MTI software and hardware as directed
• Assist customers to implement new products and features
• Enter and maintain incident reports in logging software provided
• Complete assigned tasks in a timely manner
• Provide customers with monthly SQL reports
• Document information on products and features

• Microsoft Windows and basic IT knowledge
• Basic Microsoft SQL knowledge
• Oral and Written communication skills
• Ability to solve and analyse problems
• Ability to work within a team
• Ability to work unsupervised
• Ability to prioritise tasks and work under pressure