Customer Support Agent

Purpose of Role

The primary objective of the Customer Support Agent is to uphold exceptional service standards while ensuring high levels of customer satisfaction. This role requires a professional who is helpful, knowledgeable, and articulate when assisting customers with inquiries related to the company’s products, services, and technical support.

The Customer Support Agent serves as a crucial liaison between the business and its customers, addressing concerns efficiently and resolving issues such as complaints, order processing, cancellations, technical support requests, and other related queries. The agent plays a vital role in maintaining positive customer relationships and enhancing the overall customer experience.

• Helpdesk Support
• Network Operations Center (NOC)

• Efficiently resolve customer complaints and inquiries through phone, email, and social media channels.
• Accurately document customer interactions, troubleshoot connectivity issues, and ensure compliance with SLAs.
• Demonstrate a strong understanding network design and operational functionality.
• Maintain precise stock documentation and oversee inventory management.
• Exhibit excellent communication, problem-solving, and analytical skills to enhance customer satisfaction.
• Effectively multitask and coordinate various tasks to ensure smooth workflow and operational efficiency.

Grade 12 or National Senior Certificate.

At least 12 months of experience in an inbound / outbound call center environment.

Strong communication and presentation skills.

Proficiency in using ticket logging systems for issue tracking and resolution.

Ability to multitask, prioritize, and coordinate tasks effectively.

Strong time management skills.

A minimum of 12 months of experience in fiber network support or technical support.

In-depth knowledge of fiber converters and broadband routers is essential.

A valid South African driver’s license (held for a minimum of 3 years).

CompTIA N+.

Certifications such as CompTIA A+ or Cisco CCNA would be advantageous but are not essential.

Own vehicle

Valid driver’s license

• 08:00 - 20:00
• 09:00 - 21:00
• 21:00 - 09:00
• 20:00 - 08:00

Including working over weekends and public holidays, depending on the shift roster.