Internet Service Provider Support Agent (DBN) at BET Software

We Want You:

Are you passionate about providing exceptional customer service and resolving technical challenges? Look no further. BET Software Durban is seeking a skilled Internet Service Provider Support Agent to join our dynamic team. As an ISP Support Agent, you'll play a vital role in assisting customers with Internet connectivity issues, network configurations, and other ISP-related concerns. Your dedication to delivering outstanding service will ensure our customers receive the support they need to thrive in the digital world. Don't miss this opportunity to shine as part of our All-Star team. Apply today.

You Bring:

• Diploma or certification in IT, Computer Science, or related field.
• Basic understanding of networking concepts and internet technologies.
• 1-2 years of experience in a customer support role, preferably in an ISP or telecommunications environment.
• Strong understanding of networking concepts, internet technologies, and troubleshooting practices.
• Strong communication skills, both written and verbal.
• Patience and the ability to remain calm under pressure.
• Ability to work flexible hours, including evenings and weekends, as required.
• Customer-oriented mindset with strong problem-solving skills

Additional Requirements:

• Ability to work in a fast-paced environment.
• Willingness to undergo training and certification in relevant technologies.
• Knowledge of specific ISP systems and software is a plus.

What You’ll Do:

Customer Support:

• Provide first-level technical support to customers via phone, email, or chat.
• Diagnose and troubleshoot internet connectivity issues, modem/router/wireless related problems, and network configurations.
• Assist customers in setting up and configuring their internet equipment and software.

Issue Resolution:

• Resolve technical issues promptly and efficiently, ensuring minimal downtime for customers.
• Escalate complex technical problems to senior support staff or network engineers when necessary.
• Follow up with customers to ensure that their issues have been resolved satisfactorily.

Documentation and Reporting:

• Maintain accurate records of customer interactions and technical support cases.
• Report recurring issues to the technical team for further investigation and resolution.
• Provide feedback and suggestions for improving support processes and procedures.

Customer Education:

• Educate customers on basic troubleshooting steps and best practices for maintaining a stable internet connection.
• Provide guidance on upgrading or optimizing their internet service as per their needs.

Product Knowledge:

• Stay up to date with the company's internet service offerings, pricing, and promotional campaigns.
• Continuously update knowledge of networking technologies, protocols, and industry trends.

Proactive Approach:

• Monitor service performance and proactively address issues to prevent customer impact.
• Participate in training sessions to improve technical skills and customer service capabilities.
• Self-study and to improve technical skills and customer service capabilities.