[Hiring] Technical Support Agent @Webafrica

Role Description

This role involves providing phenomenal customer service and troubleshooting connectivity issues for Webafrica Vuma Reach Customers.

• Provide efficient and effective support around billing and technical queries via WhatsApp Live Chat
• Troubleshoot internet connectivity problems on all devices (Desktops, Laptops, Mobile Devices, etc.)
• Escalate faults beyond 1st Line Support
• 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 live chat and call targets

*FIBRE CAPABILITY AT HOME IS A REQUIREMENT FOR THE ROLE*

Qualifications

• Grade 12 / Matric
• Analytical thinking with strong troubleshooting ability
• Strong understanding of ISP Networks
• Willing to work shifts (including weekends & public holidays)

Requirements

• 1+ Year customer services experience within an ISP Call Centre
• 1+ Year of technical and desktop customer service experience
• Exposure to a Customer Service Scoring System (e.g., Net Promoter Score)

Desired Skills

• Call Centre
• Technical Support
• Strong written and verbal communication skills
• Attention to detail
• MS Office (Word)
• MS Office (Excel)
• MS Outlook
• Conflict resolution
• Multitasking
• Time management
• Technical literacy
• Analytical
• Problem solving
• Customer service

Benefits

• Fully remote work environment
• Access to shared office/workspace (Workshop 17) at no cost
• Provision of necessary tech equipment (laptop, monitor, headset, UPS)
• Free connectivity
• 100% coverage of medical aid (Discovery & Vitality)
• Retirement annuity with up to 5% company contribution in the first year; 7.5% thereafter
• Performance bonuses of up to 20% of cash salary paid out quarterly
• Annual individual awards for outstanding performance
• Team buildings and cultural activities