[Hiring] Technical Support Agent @Webafrica

Role Description

Webafrica is in search of a spunky, left-of-centre individual that is clued up on connectivity, the internet and is also able to provide phenomenal customer service.

You will be expected to troubleshoot and resolve issues with services such as but not limited to: Fibre and VoIP.

• Provide efficient and effective support to Webafrica Vuma Reach Customers around billing and technical queries via WhatsApp Live Chat.
• Troubleshoot internet connectivity problems on all Devices (Desktops, Laptops, Mobile Devices etc.).
• Escalation of 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 called Workshop 17, covered by the company.
• All necessary tech equipment provided (Laptop, monitor, headset, UPS).
• Free Connectivity.
• 100% of medical aid (Discovery & Vitality) paid by the company.
• Retirement Annuity - up to 5% company contribution in your first year; 7.5% thereafter.
• Performance Bonuses of up to 20% of your cash salary paid out quarterly.
• Annual individual awards for outstanding performance.
• Team buildings and cultural activities.