Junior Technical Support Agent - Internet Access at Webafrica

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