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  • Posted: Oct 14, 2021
    Deadline: Not specified
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    Clickatell is a cutting edge technology company and global leader in mobile messaging that enables effortless, personalized, and contextual digital interactions between businesses and their customers. Clickatell was the first company to enable a web to mobile app from any website in the world and, harnessing over a decade of insight into the complexities of...
    Read more about this company

     

    Enterprise Support Agent

    Description

    Add your voice to the chat revolution:

    Are you excited to work for a tech company on the front lines of innovation for some of the biggest brands in the world? Do you thrive in environments where challenging the status quo is the daily norm? If you’re an A-player with energy, initiative, and focus on delivering top results, or as we refer to our colleagues at Clickatell – a Champion – then read on.

    At Clickatell, we’re upending the way companies connect, engage, and transact with their customers in chat. Chat is something you do every day with your friends, but it’s also a simple technology that we’ve helped our customers to use to accomplish pretty amazing things. Clickatell helps businesses power customer support, customer engagement, and payments all through chat apps like WhatsApp and Facebook Messenger.

    Our customers are some of the most admired and recognizable companies in the world and our communications technology is used to reach more than 15,000 global brands every year. Our jobs offer you a chance to grow your career and work with global teams on technology that is quite simply changing the world.

    We could tell you about our great coffee, cool digs, super flexible work-life integration, and amazing benefits, but these won’t convince you to come work with us. If you want to test yourself, work on meaningful projects in a fast-paced environment, and be where every day presents new possibilities, come join one of the greatest global tech companies. We want you!

    We’ve grown by combining curious minds and quick smiles with a collaborative company culture where we never quit or settle, and always strive to create solutions that will change the world. It’s a big proposition, but it’s a mission our team takes on every day in an environment that provides you with the freedom to create and innovate, while having fun at the same time. We’re a fanatically friendly group that listens and puts each other first to accomplish great things together for our customers, our communities, and Clickatell

     

    Purpose:

    The Enterprise Support Agent has five main responsibilities:

    • To ensure maximum possible service availability and performance

    • To provision customer network services on core equipment

    • To provide support services for Technology and other technical teams

    • To serve as an escalation function for Customer Support Agents during after-hours in Clickatell’s 24 x 7 x 365 environment

    • To serve as the after-hour support continuation for Clickatell’s Technical Account Managers and any Enterprise customers nominated by Sales Leaderships teams, as well as escalation point in case of emergencies

     

    The role of our Champion:

    • Maintain and exceed all required customer SLA’s and internal OLA’s

    • Resolve customer queries in a timely and efficient manner

    • Monitoring of APIs

    • Solving technical queries using advanced knowledge and techniques

    • Communicate incidents to internal and external stakeholders

    • Initiate and collaborate in the incident management process

    • Following outlined internal processes for correct escalation and resolution

    • Provide first line user support when required

    • Accurately categorise cases for Business Intelligence reporting

    • Compile Daily Handover reports

    • Participate in product testing

    • Guide and train customer support agents

    Requirements

    The capabilities of our Champion:

    • Basic knowledge of the OSI model, switching and internet routing technologies (to junior network administrator level).

    • Knowledge of Linux kernel, command line and system diagnostics (to Junior SysAdmin level).

    • Basic understanding of network monitoring concepts and management tools.

    • Exposure to scripting basics.

    • Able to collate and interpret data from various sources.

    • Ability to assess faults, respond and escalate accordingly.

    • Capable of multi-tasking, good time management and prioritization of workload.

     

    Our Champion's journey thus far:

    • Matric

    • ITIL Certified (Foundation V3) Advantageous

    • IT Diploma or similar tertiary qualification Advantageous

    • Must understand and demonstrate knowledge of:

    • Networking, from Ethernet to IP

    • Operating systems, from bare steel to network services

    • IP networks, including but not limited to working knowledge of

    • DHCP, DNS, SMTP, FTP, HTTP

    • Have worked in a NOC or similar environment

    • Excellent communicator (both written and verbal)

    Benefits

    Why you will love being here:

    • Competitive salary paid monthly

    • Medical aid contributions

    • Quarterly performance incentives

    • Pension fund contribution

    • Group life cover

    • Communication allowances

    • Undercover parking

    • Half day off on your birthday

    • 5 “personal” days leave a year, over and above your normal annual leave.

    • Staff events, daily popcorn, snacks, cool offices. All the things that make Clickatell a fantastic place to work.

     

    Clickatell is an equal opportunity employer and all suitable applicants will be considered for employment. Preference will however be given to candidates who will enhance the diversity of the team and support the achievement of employment equity.

    To all Recruitment Agencies, we thank you for your willingness to assist us with this vacancy. As a company we have our own Technical Talent Specialists that has deep knowledge of what our company values in every employee and therefore are able to headhunt themselves. Furthermore we do not accept unsolicited CV’s, terms & conditions associated with the use of such CVs will be considered null and void.

    go to method of application »

    Customer Support Agent

    Description

    Add your voice to the chat revolution:

    At Clickatell, we’re upending the way companies connect, engage, and transact with their customers in chat. Chat is something you do every day with your friends, but it’s also a simple technology that we’ve helped our customers to use to accomplish pretty amazing things. Clickatell helps businesses power customer support, customer engagement, and payments all through chat apps like WhatsApp and Facebook Messenger.

    Our customers are some of the most admired and recognizable companies in the world and our communications technology is used to reach more than 15,000 global brands every year. Our jobs offer you a chance to grow your career and work with global teams on technology that is quite simply changing the world.

    We’ve grown by combining curious minds and quick smiles with a collaborative company culture where we never quit or settle, and always strive to create solutions that will change the world. It’s a big proposition, but it’s a mission our team takes on every day in an environment that provides you with the freedom to create and innovate, while having fun at the same time. We’re a fanatically friendly group that listens and puts each other first to accomplish great things together for our customers, our communities, and Clickatell.

    Purpose:

    The purpose of this role is to provide technical support and product advice to all Clickatell’s customers in a 24 x 7 x 365 environment. To provide superior customer service in all areas, which includes the company’s customer service needs and in all support channels. Attend to and log all telephonic, email, add chat queries on the CRM system. Enforce Clickatell’s rules, policies and terms of use insofar as client transactions and behavior is concerned. Assist customers with queries relating to payments, support and the like. General client relations and administrative tasks.

     

    The role of our Champion:

    • Resolve customer technical/sales queries or escalate to appropriate departments or team member to ensure resolution

    • Achieve agreed set goals and company wide objectives

    • Meet productivity and performance targets as determined by individual contract

    • Quality targets met as per email, telephonic and chat monitoring quality assessment processes, and standards

    • Accurately categorize cases for Business Intelligence reporting

    • Compile Daily Handover reports

    • Participate in product testing

    Requirements

    The capabilities of our Champion:

    • Live up to our values: Be the Champion! Be Curious, Be Collaborative, Be Courageous, Be Creative.

    • Excellent communication: Strong written and oral communication skills which can be adapted to a range of audiences, ie external suppliers or internal stakeholders

    • Availability to work in a 24 x 7 x 365 environment

    • Computer literate (MS Office, MS Windows, Internet and email)

    • Foresight, analysis and logic, systematic and orderly planning skills

    • Customer service orientated

    • Must work well in a team

    • Results orientated

    • Pro-active

    • Good written and verbal communication skills

    • High tolerance level/patience

    • Analytical integrity

    • Logical thinker (strong troubleshooting skills)

    • Work / perform well under pressure

     

    Our Champion's journey thus far:

    • Matric

    • IT Diploma / Completed or studying towards or any other related qualification in the technology space

    • Knowledge of the technical aspect of operating systems and Internet

    • Minimum 3 year customer service experience

    • Industry experience in either technology, financial services, payments or telecommunications will be advantageous

    • Troubleshooting experience

    • Basic selling experience

    • Strong typing skills

    Benefits

    Why you will love being here:

    • Healthcare, Pension Fund and Group Life benefit.

    • Quarterly performance incentives

    • Communication allowances

    • Half-day off on your birthday

    • 5 personal days leave a year, over and above your annual leave.

    • Remote Working (our offices are currently open for essential use only due to COVID-19)

    • Ongoing Learning with access to books, team training workshops and professional development.

    • Virtual activities, events and coffee dates.

    • Home office set-up with laptop, screen, internet access and UPS.

    • Anniversary awards

     

    Clickatell is an equal opportunity employer and all suitable applicants will be considered for employment. Preference will however be given to candidates who will enhance the diversity of the team and support the achievement of employment equity.

    To all Recruitment Agencies, we thank you for your willingness to assist us with this vacancy. As a company we have our own Technical Talent Specialists that has deep knowledge of what our company values in every employee and therefore are able to headhunt themselves. Furthermore we do not accept unsolicited CV’s, terms & conditions associated with the use of such CVs will be considered null and void.

    Method of Application

    Use the link(s) below to apply on company website.

     

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