Mns Support Agent

2 weeks ago


Johannesburg, Gauteng, South Africa Motivity (PTY) Ltd Full time

Function:

  • Enterprise Specialist support Group products that are sold to Corporate, Business and
Government customers. This includes but not limited to APN/VSAT/CUG/LTE/3G/SHARED DATA& VOICE.

  • Handson experience in SOC, FTR, MIS, Change Control, Customer Experience and
customer handling with excellent English speaking and writing

  • Support Enterprise Mobile Corporate, Government Business customers

Responsibilities are but not limited to;

  • Provide Tier 1 support for VoIP Services
  • Provide Tier 1 support for Fibre Services, including dedicated and GPON
  • Provide Tier 1 support for Radio Services
  • Provide Tier 1 support for Microwave technologies, such as Pointtopoint, and Pointto
  • Multi-Point
  • Making outbound calls and receiving calls to assist Corporate, Business & Government
Customers

  • Provided core 1ST level technical support
  • Resolve all Technical escalations for all enterprise customers for all technology, voice,
data and messaging products

  • Ensure Optimal Service availability
  • Update incident and problem Management Systems (remedy/click)
  • Ensure an end to end process is followed in terms of query resolution
  • Innovating and proactively testing new Technologies with relevant stakeholders to
generate insights on what works thus contributing to test & learn culture

  • Provide core 2nd level Technical support to all Enterprise Channel Partners
  • Attending to issues logged through the mailbox, voice IVR & Crm Queues
- conduct customer network and service layer troubleshooting as well as the customer

network and service configuration i.e. from the Core to the Edge
- access layer
- document all interactions with enterprise customers and troubleshooting steps in the TT

system.

SLA COMPLIANCE (SLA TABLE WILL BE PROVIDED)

  • Comply to the ITIL framework
  • 6 Hours MTTR (Metro fibres)
  • 8 Hours MTTR (Longhaul fibres)
  • 4 Hours MTTR (Carrier network equipment)
  • MTTR of 24 working hours (Mean time to resolve)
  • FCR (first call resolution) 90%
  • Abandonment Rate of 5%


AHT
  • Average Handling Time 600 seconds (10 minutes)
  • ASA 20 Seconds (Average speed of Answer) for calls
  • 90% of closed cases in 24 working hours
  • 80% of cases closed in less than >24 working hours
  • Less than 3 Escalations per month

2. COMPETENCE FRAMEWORK

Behavioural

  • Customer oriented and results focused mindset
  • Verbal communication and listening skills
  • Telephone etiquette skills
  • Ability to work under pressure
  • Ability to work flexible hours, as needed
  • Openness to change
  • High level Technical Support
  • Technical troubleshooting skills
  • Technical reporting skills
  • Technology driven, analytical & Proactive mentality
  • Teamwork mentality
  • Able to work Shifts
  • Having managerial capabilities

3. EDUCATION AND QUALIFICATION REQUIREMENTS

Minimum Requirement

  • Matric
  • Certified or worked on ITIL Environment before
  • Degree / Diploma in Information technology or Telecommunications
  • At least 1 IT certification (Cisco/VPN/APN/MCSE, MCSA)
  • CCNA Certified
  • Knowledge on DNS and IP Address leasing/allocation
  • 1+ years' experience in IT support or Telecoms support (Networks, Business support or
customer service)

  • Experienced in outbound call handling activities
  • High Level Technical knowledge
  • Knowledge of telecommunications products and services e.g APN, VSAT
  • Excellent spoken command of English

Ability to commute/relocate:

  • Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

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