Jobs at Frogfoot Networks (Pty) Ltd

Job Description

• Frogfoot is in search of a Maintenance Fibre Technician to join our Maintenance dept. 

Purpose of the Role

• This role is ideal for a hands-on, technically driven individual who enjoys working in the field. The purpose of this role is to install, maintain, and troubleshoot fibre optic systems and network infrastructure.
• This includes inspecting and testing optical components, measuring signal strength, and ensuring optimal performance from the Node through to Access Points.
• You will be responsible for the upkeep and maintenance of the Network across Nodes, Distribution, and Access layers, while engaging directly with both residential (FTTH) and business (FTTB) clients to ensure a reliable, high-quality connection.

Key Responsibilities

• Planning
• Anticipating problems.
• Deciding work priorities based on Maintenance Department Escalation Matrix.
• Ensuring correct information is communicated to relevant maintenance teams in all regions.
• Assisting Maintenance Supervisors with planning and action plan.
• Co-operating / Liaising
• Achieving co-operation at work from peers.
• Co-operating on joint projects with other disciplines, departments, organisations.
• Liaising with supervisory grades.
• Investigating / Observing / Searching / Collecting
• Asking questions to establish information required.
• Establishing information for purpose of proof, validation or evidence.
• Noting unusual occurrences.
• Receiving audio instructions via radios, telephones or computers (Emails).
• Referring to technical manuals where applicable.
• Scanning written information for useful content.
• Searching literature or other data sources.
• Watching an operation or process to detect a problem.
• Watching out for health and safety hazards where applicable.
• Reviewing / Evaluating (Systems / Methods)
• Checking adherence to schedules.
• Handling Information / Following Instructions
• Entering details into a computer and or handheld device.
• Entering details into non-computer records.
• Following instructions given directly by word of mouth.
• Following logical instructions to operate a method or system.
• Following printed diagrams.
• Following written instructions.
• Problem Solving / Designing
• Finding new ways to improve the efficiency of an operation.
• Generating solutions to problems and presenting it to Line Management.
• Analysing / Diagnosing
• Analysing numerical information.
• Analysing written information.
• Breaking down a procedure into logical steps.

Checking

• Checking all materials are correctly available for a project or operation.
• Checking correct recording of information in reports, documents, ledgers, etc.
• Checking correct recording of information onto computer screens or printouts.
• Checking points of detail.
• Checking RT Tickets or another formal authorisation (Solid Contractor App).
• Support Metro Engineers where applicable and where requested following correct process.
• Support Service Delivery where applicable and where requested following correct process.
• Support IP Core where applicable and where requested following correct process.
• Checking work completion to a set standard and or as per Frogfoot Specification.
• Checking work has been carried out to specification and within SLA .
• Counting items accurately.
• Examining drawings to check all information included and accurate.
• Verifying the accuracy of calculations applicable to Frogfoot Network.

Presenting / Instructing / Briefing

• Explaining systems, procedures or controls to other people.
• Instructing others in the use of tools, equipment and or software.
• Reading out aloud from a prepared script.

Informing / Discussing / Interviewing / Reporting

• Answering a routine spoken enquiry in person.
• Answering critical questions about activities.
• Contacting a manager or supervisor for authorisation.
• Discussing issues with others for purposes of clarification or explanation.
• Giving routine information by telephone.
• Giving verbal instructions via radio, telephone or computer.
• Making a verbal report to a higher-level supervisor or manager.
• Making constructive verbal criticism.
• Making constructive written criticism.
• Providing clear spoken information about a problem, issue or event.
• Providing clear written information about a problem, issue or event.
• Reporting problems to a supervisor.
• Dealing with Customers
• Being attentive when serving customers.
• Being polite to customers.
• Coping with threats or rudeness from customer/passengers.
• Enquiring about customers' needs.
• Performing Physical Tasks
• Cleaning or tidying own working area (other than service area).

Public Relations / Developing Relationships

• Establishing relationships with antagonistic individuals.
• Maintain good public relations.
• Receiving telephone callers on behalf of superior.
• Responding to complaints.

Working Times & Expectations

• 8:00 to 17:00 standard operating times Monday to Friday.
• Overtime is applicable and expected when required.
• Standby is applicable and expected when required.
• Note that when on Standby you are expected to be available 24/7 on the agreed time frame.

What You’ll Need to Know

• Civil Works Building Networks (Desirable).
• Fibre Network Installations (Essential).
• Fibre Network Testing & Troubleshooting (Essential).
• Civil Work Reinstatements (Desirable).

Skills That Will Help You Succeed

• Matric (Grade 12) or proven track record through work experience in similar role.
• CFOT Certification from FOA and or similar accredited institution.
• 12 – 24 months industry-related experience.
• FTTH & FTB site Builds (Essential).
• Fault-finding & Troubleshooting (Essential).
• Installation of fibre duct and cable (Essential).
• Splicing and testing of fibre (Essential).
• Installation of ONT’s and routers (Essential).
• Working in Nodes (Essential).
• End user signoff (Desirable).
• Proficient in MS Word, MS Excel, MS Outlook (Essential).
• Proficient PC skills (Essential).
• Experience on RT or similar platforms (Essential).
• Experience on Solid or similar platforms (Essential).

Qualities We Value at Frogfoot

• Creating a good team spirit.
• Emphasizing the importance of reaching a work objective.
• Encouraging co-operation between team members.
• Encouraging a faster rate of work.

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Purpose of the Role

• This role is perfect for someone who enjoys helping people, solving problems, and delivering exceptional customer experiences. As a Customer Service Agent Level 1, you'll be the first point of contact for our customers, providing support, guidance, and solutions across multiple communication channels.
• Your ability to listen, empathise, and take ownership of customer queries will play a key role in building customer loyalty and strengthening the Frogfoot brand.

Key Responsibilities

As a Customer Service Agent Level 1, you will:

• Deliver exceptional customer service across phone, email, chat, and voice channels.
• Respond to customer enquiries professionally, promptly, and with empathy.
• Investigate, resolve, and follow up on customer complaints and service-related queries.
• Provide customers with accurate information about Frogfoot products, services, and solutions.
• Take ownership of customer issues and ensure they are resolved from start to finish.
• Build trust and long-term relationships by creating positive customer experiences.
• Maintain accurate records of customer interactions and resolutions.
• Collaborate with internal teams to ensure customer concerns are addressed efficiently.
• Identify opportunities to improve customer satisfaction and provide feedback on service processes.
• Remain calm, patient, and professional when managing challenging customer interactions.

What You'll Need to Know

To be successful in this role, you'll need:

• A Grade 12 / Matric qualification.
• The ability to quickly learn and confidently explain products, services, and processes.
• An understanding of customer service principles and best practices.
• Strong communication skills across multiple channels, including phone, email, and chat.
• The ability to manage customer concerns professionally while maintaining a positive attitude.
• A commitment to delivering excellent customer experiences and achieving service targets.

Advantageous Qualifications:

• Customer Service or Contact Centre Certification.

Technical or telecommunications-related certifications or short courses, such as:

• CompTIA A+
• CompTIA N+
• Networking Fundamentals
• Fibre or ISP-related training

Experience That Will Set You Apart

We're especially interested in candidates who have:

• 1–2 years of customer service experience within a call centre, ISP, telecommunications, helpdesk, or technical support environment.
• Experience supporting customers across multiple communication channels.
• A track record of resolving customer complaints and managing escalations effectively.
• Experience working within customer service performance metrics such as CSAT, FCR, or service-level targets.
• Experience accurately documenting customer interactions and following structured workflows.

Skills That Will Help You Succeed

• Excellent verbal and written communication skills.
• Active listening and strong interpersonal skills.
• A solution-focused approach to problem solving.
• The ability to remain calm under pressure and navigate difficult conversations confidently.
• Strong attention to detail and accurate record-keeping skills.
• Adaptability and a willingness to learn in a fast-paced environment.
• Positive language and persuasive communication skills that help build customer trust.
• Time management and organisational skills that enable you to manage multiple priorities effectively.

Qualities We Value at Frogfoot

At Frogfoot, we look for people who:

• Put customers at the heart of everything they do.
• Demonstrate empathy, professionalism, and respect in every interaction.
• Take ownership and accountability for their work.
• Are proactive problem-solvers who focus on solutions rather than obstacles.
• Communicate clearly, confidently, and authentically.
• Show resilience and composure during challenging situations.
• Act with integrity and uphold high ethical standards.
• Embrace change and thrive in a dynamic, evolving environment.
• Work collaboratively and contribute positively to the success of the team.