Enterprise Support Agent at Clickatell

About this role:

• We are looking for a Highflying Enterprise support agent to ensure service availability, performance and to provide customer network services on core equipment. This role provides support services for Technology and other technical teams and serves as an escalation function for Customer Support Agents during after-hours in Clickatell’s 24 x 7 x 365 environment. Reporting to the Team Lead: Enterprise Support based in Cape Town, this role also serves as the after-hour support continuation for Clickatell’s Technical Account Managers and any Enterprise customers nominated by the Sales Leaderships teams, as well as escalation point in cases of emergen

Responsibilities of the Role

• Resolve customer queries in a timely and efficient manner. 
• Maintain and exceed all required customer SLA’s and internal OLA’s
• 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 reportingCompile Daily Handover reports
• Participate in product testing
• Guide and train customer support agents 

Requirements of the Role

• Matric 
• ITIL Certified (Foundation V3) Advantageous 
• IT Diploma or similar tertiary qualification Advantageous 
• Knowledge and Abilities  
• Networking, from Ethernet to IP
• Operating systems, from bare steel to network services