Enterprise Support Agent at Clickatell

Purpose

• To ensure maximum possible service availability and performance
• To provision customer network services on core equipment
• To provide support services for Technology and other technical teams
• To serve as an escalation function for Customer Support Agents during after-hours in Clickatell’s 24 x 7 x 365 environment
• To serve as the after-hour support continuation for Clickatell’s Technical Account Managers and any Enterprise customers nominated by Sales Leaderships teams, as well as escalation point in case of emergencies
• Maintain and exceed all required customer SLA’s and internal OLA’s
• Resolve customer queries in a timely and efficient manner
• Monitoring of APIs
• Solving technical queries using advanced knowledge and techniques
• Communicate incidents to internal and external stakeholders
• Initiate and collaborate in the incident management process
• Following outlined internal processes for correct escalation and resolution
• Provide first line user support when required
• Accurately categorise cases for Business Intelligence reporting
• Compile Daily Handover reports
• Participate in product testing
• Guide and train customer support agents

We Do The Right Things - Responsibilities of the Role

• Maintain and exceed all required customer SLA’s and internal OLA’s
• Resolve customer queries in a timely and efficient manner
• Monitoring of APIs
• Solving technical queries using advanced knowledge and techniques
• Communicate incidents to internal and external stakeholders
• Initiate and collaborate in the incident management process
• Following outlined internal processes for correct escalation and resolution
• Provide first line user support when required
• Accurately categorise cases for Business Intelligence reporting
• Compile Daily Handover reports
• Participate in product testing
• Guide and train customer support agents

Requirements
We Are On A Learning Journey - Requirements of the Role

• Matric
• ITIL Certified (Foundation V3) Advantageous
• IT Diploma or similar tertiary qualification Advantageous
• Must understand and demonstrate knowledge of:
• Networking, from Ethernet to IP
• Operating systems, from bare steel to network services

Benefits
Why You Should Join - Perks of the Role

• Healthcare, Retirement Fund and Risk benefit company contributions
• Quarterly performance incentives
• Reimbursable Communication allowances for internet and mobile phone bills
• Half-day off on your birthday
• 5 personal days leave a year, over and above your annual leave
• Remote Working (our offices are currently open for essential use only due to COVID-19)
• Home office set-up with laptop, monitor, chair and UPS