Helpdesk Agent - PTA

The Technical Support Agents provide friendly and efficient first line support, as well as core advanced customer support through trouble shooting and timely first call resolution. Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network related queries pertaining to various hardware (a wireless router or access point) and occasionally VOIP (Voice over IP).

The Technical Support Agent provides support both in person and via various communication channels (including telephone, Whats App, Webchat, Distant-Desktop, Route This and e-mail) using the client’s ticketing and, Route This and e-mail). Calls that cannot be resolved are escalated appropriately.

The call center operates daily from Monday to Sunday, between 7:00 AM and 10:00 PM.

Below are the shift schedules:

Monday to Friday: (weekly shift rotation)

• Shift 1: 7:00 AM – 4:00 PM
• Shift 2: 8:00 AM – 4:30 PM
• Shift 3: 8:00 AM – 4:30 PM
• Shift 4: 1:00 PM – 10:00 PM

• Shift 1: 7:00 AM – 3:00 PM
• Shift 2: 2:00 PM – 10:00 PM

• Provide first-call resolution support to customers through various communication channels, including telephone, Whats App, web chat, email, Distant-Desktop, and Route
• Provide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.
• Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.
• Record support requests in the client's ticketing system
• Aim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customers
• Providing updates at least hourly or daily as necessary.
• Consistently monitor Microsoft Teams and Whats App for messages.

• Collect information through analytical troubleshooting and problem research to identify the nature of faults, including determining whether the issue is on the customer side or related to WAN.
• Make use of troubleshooting tools such as tracert, ping, bandwidth test, and Route This.
• Monitoring of Network using Dude and Zabbix.
• Escalation of calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops).
• Identify trends with incoming calls, issues, and support requests, and escalate them to the Team Captain or Team Leader immediately.

• Provide basic to advanced troubleshooting on customer-side faults, including password changes, usage reports, application login problems for all value-added services such as VOIP (Voice over IP) and email).

• Identify network issues (e.g., uplink problems, such as a backhaul upstream service provider problem, a Fibre PON failure, or a wireless tower failure) through gathering information and
  troubleshooting and escalate to NOC through ticketing system.
• Assist Field Technicians remotely with troubleshooting, configuration & service credentials. (username and password).
• Develop wireless infrastructures and make recommendations on systems enhancements for optimizations.

• Provide support to Helpdesk Teams by assisting with ticket backlogs when required.
• Adhere to and contribute to internal technical documentation and knowledgebase.
• Reporting back regularly on ad hoc requests for data capturing relating to specific projects or assignments.
• Work in a team and collaborate to improve customer support.
• Research and remain up to date with current industry and technologies and share learnings with the team.
• Become familiar with department policies and SOPs (Standard Operating Procedure).
• Learn to use company software programs and tools.
• Attend and participate in team MOS (management operating systems) meetings.

• Provide efficient first-call resolution across various communication channels.
• Address technical issues promptly, ensuring updates and follow-ups as necessary.