Junior Technical Support Agent - Internet Access at Webafrica

• Webafrica is in search of a spunky, left-of-centre individual that is clued up on connectivity, the internet and is also able to provide phenomenal customer service. Note, there is obviously the aspect of billing customers when they make use of a service so you would need to know about this as well.
• So, if getting customers connected to the World Wide Web is your thing and high levels of service is your passion, get in touch with us!
• Send us your deets so we can meet!
• You will be expected to troubleshoot and resolve issues with services such as but not limited to: Fibre, Fixed LTE, VoIP and ADSL
• If you are interested in this position, please apply on our career section on our Website: www.webafrica.co.za by no later than Thursday 1st April 2021.
• If you do not hear from us within 2 weeks after you submitted your application, please regard your application as being unsuccessful.

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

The position includes but is not limited to the above KPA's

Benefits

• Our benefits are second to none - the icing on the Webafrica culture cake:
• We provide you with the most important meal of the day - and a little more
• Staff breakfast– cereal / toast; as much coffee as you want
• R500 Food allowance (part of cash component) for lunch provision
• We look after your wellbeing and encourage a healthy lifestyle
• We pay 100% of your medical aid (Discovery& Vitality) – so no deduction unless you want to add a beneficiary
• We think of your future too
• Retirement Annuity - up to 5% co contribution in your first year; 7.5% thereafter

THE CHERRY ON TOP!!!

• Webafrica rewards performance!
• Quarterly paid-out bonuses of up to 20% of your basic annual salary (per year) so long as company targets are met.
• Quarterly individual performance recognition awards
• Even bigger Annual individual awards for the Webafricans that outshine the rest
• Team buildings are a big deal as well as other cultural activities which happen regularly