Customer Support Agent

4 weeks ago

Alberton, South Africa Innovative Networks Full time

We are an Internet Service Provider based in the South of Johannesburg preferably looking for a male helpdesk technician who will be responsible to follow through the tasks below:
Provide technical support for Fibre, Wi-Fi, LTE, and VOIP systems to Business Services customers (resellers and end-users).
Interact with consumers to offer and process information in response to product and service enquiries, issues, and requests.
Gather information from the client in order to examine and analyze the symptoms in order to find the problem. Diagnose and resolve internet connectivity issues.
Process and record all necessary information - faults and client information - accurately, both on the company client site and in the escalation system.

**_**_
- *_*
- **Key Responsibilities**_
- Provide technical support
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Gather client information to determine the issue by evaluating and analyzing the symptoms. Diagnose and resolve issues involving internet connectivity.
- Research alternate methods of resolution if standard procedures have not prevailed.
- Accurately process and record all relevant information - fault and client information.
- Provide feedback to the client at this point and until the matter is resolved.
- Once the issue is resolved, contact the client to ascertain whether they are:

- Satisfied that the matter was resolved
- If the manner in which this was done meets their approval.
- Router reconfigurations
- Fault notification to clients when network issues are identified to reduce inbound inquiries.
- Assist with upgrade and maintenance of High Sites
- Perform work-related and ad-hoc duties from time to time
- Able to work night shift hours

**Job Types**: Full-time, Permanent

**Salary**: R6,000.00 - R6,500.00 per month

Ability to commute/relocate:

- Alberton, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

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