Company
Herotel (Pty) Ltd
Reference #
HAPLK#1
Published
09/03/2022
Contract Type
Permanent
Location
Polokwane / Pietersburg, Limpopo, South Africa
Introduction
The Helpdesk Agent assists clients via telephone, whatsapp and e-mail with internet connectivity issues (WAN side and customer side) as well as provide support for e-mails, routers and network related queries on Mikrotik, Cambium and Ubiquiti hardware.
Job Functions
Information Technology
Industries
Telecommunications
Specification
• Offer first line support to customers, which includes taking initial call from users.
• Always strive for first call resolution.
• Determines if fault is customer-side, or WAN-side.
• Provides basic to intermediate troubleshooting on customer-side faults.
• Facilitates password changes, usage reports, and general product info.
• Remote support via AnyDesk to customers.
• Where Helpdesk T1 Agents cannot resolve a ticket, escalate tickets to T2 Helpdesk Agents .
• Log tickets for all client queries and escalate as necessary (close tickets if resolved).
• Addresses basic customer queries (general queries, non-technical questions, password recovery, website navigation assistance, basic troubleshooting, basic procedural ‘how to’ questions).
• Supplying clients with general information regarding their Wireless/Fibre service.
• Accurately screen incoming calls, redirecting calls and taking messages.
• Check Microsoft Teams / WhatsApp for any callback requests.
• Ensure clients are always given feedback in a timely manner.
• Assist walk-in clients where applicable.
• Reporting back weekly/daily on data captured per request from Manager.
• Report to Manager on discovered repeat issue cases.
Requirements
• Analytical.
• Ability to work independently.
• Customer service skills.
• Ability to work quickly and under pressure.
• Problem-solving skills.
• Time management skills.
• Technical aptitude.
• Good Communication skills (written and verbal).
• Previous experience at an ISP will be advantageous.
• Basic understanding of PC hardware setup and configuration will be advantageous.
• 1-year Wireless/Router experience will be advantageous.
• 1-year Call Centre experience will be advantageous.
• Knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches will be compulsory.
Educational Requirements:
• Grade 12 / Senior Certificate.
• N+ & A+ certification (Advantageous).
Job Closing Date
23/03/2022
Apply Here: https://jb.skillsmapafrica.com/Job/Index/58508
Herotel (Pty) Ltd