Remote Roles at Frogfoot Networks (Pty) Ltd

Purpose of the Role

• The NOC (Network Operations Center) Manager is responsible for the overall leadership, performance, and operational effectiveness of the NOC team. This includes overseeing 24/7 operations, ensuring high levels of network availability and service quality, managing major incidents, and driving continuous improvement in processes, systems, and team performance.
• The NOC Manager plays a key strategic role in aligning the NOC with business objectives, maintaining service excellence for clients, and ensuring the NOC operates efficiently, effectively, and proactively.

Key Responsibilities

Leadership and Team Management

• Lead and manage the NOC team, including Supervisors and Engineers, ensuring optimal performance across all
• Recruit, train, mentor, and develop staff to maintain a highly skilled, motivated, and customer-focused
• Define performance expectations, conduct regular reviews, and implement professional development plans.
• Foster a culture of accountability, ownership, and continuous learning within the NOC.
• Oversee staff scheduling, ensuring balanced workload distribution and adequate coverage for 24/7 operations.

Incident and Problem Management

• Act as the escalation point for major incidents, critical service outages, and high-priority client issues.
• Lead the coordination of incident response, ensuring clear communication, rapid resolution, and minimal business impact.
• Ensure proper root cause analysis (RCA) is conducted for recurring or high-impact incidents, and corrective/preventative measures are
• Manage post-incident reviews with stakeholders, clients, and technical teams to strengthen resilience and service
• Establish and maintain effective escalation protocols with vendors, service providers, and internal

Operational Oversight

• Oversee all NOC operations to ensure SLA
• compliance and adherence to internal policies and industry best practices.
• Monitor NOC dashboards, systems, and alerts to ensure proactive issue detection and
• Ensure accurate, consistent, and timely documentation of incidents, changes, and communications in the ticketing
• Develop and enforce standard operating procedures (SOPs) to streamline workflows and reduce error
• Maintain compliance with all regulatory, contractual, and security requirements relevant to the NOC.

Client Service and Communication

• Act as a senior point of contact for clients during major incidents, ensuring timely updates and professional communication.
• Collaborate with account managers, service delivery, and technical teams to ensure client expectations are consistently met or exceeded. 
• Champion a client-first approach within the NOC, embedding superior client service as a core principle of
• Provide regular reporting and updates to clients on service performance, incident trends, and improvement

Performance Measurement and Reporting

• Define, track, and report on key performance indicators (KPIs), including incident response times, resolution times, availability, and client satisfaction.
• Analyze incident and problem data to identify trends, risks, and areas for improvement.
• Deliver management reports summarizing NOC performance, resource utilization, and service quality.
• Implement data-driven improvements to enhance team productivity and operational efficiency.

Continuous Improvement and Strategic Input

• Drive ongoing improvements in monitoring tools, processes, and automation to increase efficiency and reduce manual intervention.
• Identify opportunities for proactive measures to prevent service disruptions and optimize network stability.
• Stay up to date with industry trends, best practices, and emerging technologies relevant to network operations.
• Provide strategic input into capacity planning, risk management, and technology investments.
• Collaborate with leadership to align NOC objectives with overall business and IT strategy.

Key Skills and Competencies

• Strong leadership and people management skills, with proven experience managing 24/7 operations teams.
• Excellent communication and interpersonal abilities, capable of managing client relationships at all levels.
• Solid technical knowledge of network infrastructure, monitoring tools, incident management, and service delivery.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Ability to work under pressure in high-stakes situations, maintaining clarity and focus.
• Strategic thinking combined with operational execution capabilities.

Qualifications and Experience

• Bachelor’s degree in Information Technology, Telecommunications, Computer Science, or related field (or equivalent experience) advantageous.
• Minimum of 4-6 years in a NOC or network operations environment, with at least 3 years in a supervisory or managerial role.
• Proven experience with incident and problem management frameworks (e.g., ITIL).
• Experience working with enterprise-grade monitoring systems, ticketing systems, and escalation processes.
• Familiarity with regulatory and compliance requirements related to network operations.

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Purpose of the Role

• This role is perfect for someone who is passionate about delivering exceptional customer experiences and enjoys helping people solve problems. As a Customer Service Agent, you will be the first point of contact for our customers, providing professional, empathetic, and efficient support across multiple communication channels.
• You will play a key role in building customer trust and loyalty by resolving queries, managing complaints, and ensuring every interaction reflects Frogfoot's commitment to outstanding service. Success in this role requires strong communication skills, a customer-first mindset, and the ability to remain calm and solution-focused in a fast-paced environment.

Key Responsibilities

As a Customer Service Agent, you will:

• Respond to customer enquiries via phone, email, chat, and other communication channels.
• Deliver a professional, friendly, and customer-centric experience in every interaction.
• Investigate, manage, and resolve customer complaints and service-related queries.
• Take ownership of customer issues and ensure timely and effective resolution.
• Educate customers on Frogfoot products, services, and solutions.
• Accurately capture and maintain customer records, interactions, and case notes.
• Work closely with internal teams to resolve customer concerns and improve service delivery.
• Identify recurring customer issues and provide feedback to support continuous improvement initiatives.
• Act as a brand ambassador by promoting customer trust, loyalty, and satisfaction.
• Maintain service standards and contribute to achieving team performance objectives.

What You’ll Need to Know

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

• Grade 12 (Matric).
• A customer service or contact centre qualification will be advantageous.
• Basic understanding of telecommunications, networking, internet services, or fibre technology would be beneficial.
• Knowledge of customer service principles and best practices.
• Ability to quickly learn and understand new products, systems, and processes.
• Understanding of customer service performance measures such as customer satisfaction and first-call resolution.

Experience That Will Set You Apart

We’ll be especially excited to meet candidates who have:

• 1–2 years' experience in a customer service, call centre, helpdesk, ISP, or telecommunications environment.
• Experience supporting customers across multiple communication channels.
• A proven ability to manage customer complaints and escalations effectively.
• Experience working in a target-driven or performance-based environment.
• Exposure to documenting customer interactions and following structured processes.
• Experience within the telecommunications, fibre, ISP, or technology industry.

Skills That Will Help You Succeed

• Excellent verbal and written communication skills.
• Strong active listening and questioning techniques.
• Problem-solving and critical-thinking ability.
• Customer-focused mindset with a passion for service excellence.
• Ability to remain calm and professional under pressure.
• Strong attention to detail and administrative accuracy.
• Effective time management and organisational skills.
• Ability to work collaboratively within a team environment.
• Confidence in handling difficult conversations with empathy and professionalism.

Qualities We Value at Frogfoot

At Frogfoot, we're looking for people who:

• Put customers first and genuinely care about helping others.
• Take ownership and accountability for their work.
• Demonstrate integrity and professionalism in every interaction.
• Embrace change and adapt quickly in a fast-paced environment.
• Communicate openly, honestly, and respectfully.
• Show resilience when faced with challenges.
• Are proactive, solution-oriented, and eager to learn.
• Work collaboratively and contribute positively to team success.

go to method of application »

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.