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  • Posted: Sep 6, 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

    Description

    • How often have you called in and spoken to a support agent and thought, "Wow, they were helpful" and this person made your day? Do you have what it takes to BE one of these awesome individuals?
    • Now is your chance!
    • 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 Friday 10th September 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:

    1. 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

    2. 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

    3. 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

    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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