Support Technician at Octotel

Key Responsibilities:

• Assisting customers via social media platforms and over the phone if required.
• Basic network fundamentals (basic troubleshooting).
• Processing of all fibre reconnect/migration orders.
• Scheduling of all support tickets.
• Engaging with and providing continuous feedback to ISP’s regarding reconnect/migration orders.
• Project reporting.
• Providing daily administrative support tasks such as data capturing and proofreading of documents.
• Managing internal communication.
• Day-to-day management of internal databases.
• Project monitoring, support and being the liaison between Octotel and the client.
• Schedule appointments, update and maintain appointment calendars.
• Responding via phone, email or live chat to any social media queries.
• Taking ownership of customer issues and following standard support desk procedures.
• And any other reasonable task.

Requirements

• Tertiary level qualification in IT or Telecommunications is preferred.
• At least 2 years' experience in a fibre projects or provisioning and/or technical support environment.
• Proven experience supporting customers via social media platforms.
• Strong Administrative skills.
• Excellent Stakeholder engagement and stakeholder management abilities.
• Customer Centric
• Ability to coordinate various projects simultaneously.
• Comfortable working on a CRM platform.
• Strong MS Excel ability.

Benefits

• Medical Aid and / or Medical Insurance.
• Gap Cover.
• Discounted Internet Connectivity.
• Access to an Employee Wellness Program (ICAS). Providing free 24/7/365 counselling for you and your family in your household, as well as other health and wellbeing resources, provided by registered professionals.
• Exposure to latest industry technologies and standards in a fast paced, technologically advanced environment.
• Lastly, a work environment that rivals the very best!