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  • Posted: May 20, 2021
    Deadline: Not specified
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  • Founded in 1997, we are a privately owned internet service provider (ISP), providing broadband internet access and hosting solutions across South Africa to both home and business customers in equal measure. With over 30 000 subscribers enjoying our world-class network experience, we have consistently been independently rated as one of the leading ISPs in Sou...
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    Junior Technical Support Agent - Internet Access

    Requirements

    Minimum Requirements:

    • 1+ Year customer services experience within an ISP Call Centre
    • 1+ Year technical and desktop customer service experience
    • Strong understanding of ISP Networks
    • Experience using remote desktop support applications
    • Willing to work shifts (including weekends & public holidays)
    • Reliable transport

    Mandatory Requirements:

    • CompTIA A+ Certification (Internationally recognised certification) - Please attach Certification to CV.

    Ideal Requirements:

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

    Desired Skills:

    • Call Centre
    • Technical Support
    • Written And Verbal Communication
    • Attention to detail
    • MS Office (Word
    • MS Office (Excel
    • MS Outlook
    • Conflict Resolution
    • Multitasking
    • Time Management
    • Technical Literacy
    • Analytical
    • Problem Solving
    • Customer Service

    Key Performance Areas (KPA’s) (specific duties):

    • Provide efficient and effective support to Webafrica Customers around billing and technical queries via Telephone and WhatsApp Live Chat
    • Provide support to Webafrica Customers using remote desktop services or in person in a timely manner
    • Troubleshoot internet connectivity problems on all Devices (Desktops, Laptops, Mobile Devices etc.)
    • Escalation of Faults beyond 1st Line Support
    • Email to Fax configuration
    • 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 Ticket, Live Chat and Call Targets

    Method of Application

    Interested and qualified? Go to Webafrica on apply.workable.com to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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