Isp Helpdesk Junior Support Agent
9 months ago
**INTRODUCTION**
**ABOUT THE COMPANY**
Yutiliti is a division of Lightstruck. Lightstruck's vision is to develop, own and operate high-end, last-mile fibre for the long-term economic and social benefit of the communities in which it is deployed. Lightstruck intends to bring rapid and reliable fibre to communities across Southern Africa. Yutiliti provides a digital utility to homes and businesses by providing internet packages within their LIVE areas.
**DUTIES & RESPONSIBILITIES**
- Provide first level contact and convey resolutions in response to customer issues.
- Appropriately escalate unresolved queries to the next level of support.
- Track, route, and redirect problems to the correct resources.
- Update customer data and produce activity reports.
- Walk customers through a problem-solving process.
- Follow up with customers, provide feedback and see problems through to resolution.
- Utilize excellent customer service skills and exceed customers’ expectations.
- Ensure proper recording, documentation and closure.
- Recommended procedure modifications or improvements.
- Preserve and grow your knowledge of help desk procedures, products, and service.
**DESIRED EXPERIENCE & QUALIFICATIONS**
- Proven working experience in Help Desk Support
- Proficiency in English & Afrikaans
- Working knowledge of help desk software, databases, and remote control
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Good typing with good spelling and grammar attributes
- Customer service orientation
- VOIP experience advantageous.
**INTERESTED?**
Please include a copy of an updated CV, accompanying motivational letter and a clear copy of your qualification
Ability to commute/relocate:
- Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)
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