FLTE Support Agent at Digital Solutions Group

The role: 

• We are seeking a dedicated Support Engineer to join our growing and dynamic team. This role offers an opportunity work within a growing team and play a vital role in ensuring the network's reliability and our ISP and Property partners' satisfaction. The primary purpose of this job is to manage all customer engagements across all defined interaction channels and customer interactions to be managed end to end in a professional manner that both meets and exceeds customer expectation. 
• The incumbent will have good knowledge and understanding of internet industry and relevant support services. A technical background will be advantageous as the incumbent will be required to trouble shoot customer queries. 
• With the guidance of the Team Leader, the incumbent will be required to action all Voice, Email complaints and resolve Freshdesk tickets. This includes management and adherence to key workflow processes as defined by Client.

Responsibilities:

DELIVERABLE - PERFORMANCE MANAGEMENT SERVICE LEVEL TARGETS

• As a FLTE Support Agent, you are required to maintain day-to-day delivery, in line with Key Performance Targets and Adhere to the Prescribed Schedule and Rosters while Actioning Escalations. 
• As measured at daily, weekly and monthly intervals, achievement of the following performance metrics are non-negotiable to be successful in this role: . 

Telephony 

• Call Answer Management: compliance with an average of 95% to be answered.
• Call Answer Management: 80% of calls to be answered within 20 seconds.
• Call Designation: 100% of all inbound calls to be assigned the correct category/ wrap up code. 
• Average Talk Time: compliance with an average of 5 Minutes (or as required per client directive/ process).

Case Management (CRM/ Case Logging)

• Case Capture & Escalation: Cases to be captured/ logged and escalated within 1 Hour from receipt of interaction across the defined interaction channels (social media, telephony, WhatsApp & Live Chat).
• Case Resolution: Case resolution rates to exceed 95%;
• Quality: an overall quality score of 90% to be obtained, this being a combination of external and internal review. Quality to be assessed with consideration of tonality, customer centricity, empathy, process adherence, spelling, contextual understanding and time taken to respond to queries (as per defined SLA for each channel). 

Requirements and skills

• Working with ISPs, 3rd parties, and second-line support to troubleshoot and resolve technical issues. 
• Perform account administration tasks and system checks to ensure smooth operation. 
• Manage escalated support issues within agreed SLA timelines to maintain service reliability. 
• Assist customers by answering product and service related questions; suggesting information about other products and services.
• Follow specified trouble shooting steps to resolve customer que
• Maintains customer records by updating case information.
• Good knowledge and understanding of Customer services; 
• Working experience within a contact centre environment;
• Maintain client relationships and remain professional in all activities relating to the Customer Experience division.
• Good knowledge and understanding of all social media channels, WhatsApp and live chat and customer expectations regarding each communication channel.
• Minimum qualification: Grade 12/Matric: High school diploma or equivalent. 
• Previous experience in an ISP or Fiber Network Operator (FNO) environment. 
• Service Desk Experience: Minimum of 1 year of experience in a Service Desk Agent or Support Engineer role.