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Writer's pictureBontle Modiga

Technical Support Agent - WebAfrica



Remote


Description

Intro


How often have you called in and spoken to a support agent and thought, "Wow, they were helpful" and this person made your day? Do you have what it takes to BE one of these awesome individuals?

Now is your chance!


Requirements

Minimum Requirements:

  • Grade 12 / Matric

  • Analytical thinking with strong troubleshooting ability

  • Strong understanding of ISP Networks

  • Willing to work shifts (including weekends & public holidays)

  • PREFERENCE will be given to applicants who has fibre network coverage

  • Ideal Requirements

  • 1+ Year customer services experience within an ISP Call Centre

  • 1+ Year of technical and desktop customer service experience

  • Exposure to a Customer Service Scoring System (eg. Net Promoter Score


Desired Skills:

  • Call Centre

  • Technical Support

  • Strong Written and Verbal Communication skills

  • Attention to detail

  • MS Office (Word

  • MS Office (Excel)

  • MS Outlook

  • Conflict Resolution

  • Multitasking

  • Time Management

  • Technical Literacy

  • Analytical

  • Problem Solving

  • Customer Service


What you will be doing:

  • Provide efficient and effective support to Webafrica Vuma Reach Customers around billing and technical queries via WhatsApp Live Chat

  • Provide support to Webafrica Vuma Reach Customers

  • Troubleshoot internet connectivity problems on all Devices (Desktops, Laptops, Mobile Devices etc.)

  • Escalation of Faults beyond 1st Line Support

  • Router Configuration

  • Customer Account Management

  • Updating customer records

  • Account activations/cancellations

  • Account payment management

  • Advising customers on account balances

  • Account reconciliations

  • Credit and debit note management

  • Meeting Daily Live Chat and Call Targets


Apply Here:




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