Enterprise Support Agent

6 months ago

Cape Town, South Africa Clickatell Full time

We Are Setting The Pace

Clickatell is a world-class Chat Commerce company, ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. We need people who can understand the bigger picture and who connect the dots to achieve success. In our agile and demanding environment, you will have to ask the right questions and take the smart risk.

We call ourselves Champions. Why Champions? Because it's not only about what they have done, but also for what they are going to do. The way they are going to drive our organization forward and deliver solutions to our customers. Watch this space as we blaze a new path while expanding across the globe.

Purpose

We are looking for a Highflying Enterprise support agent to ensure service availability, performance and to provide customer network services on core equipment. This role provides support services for Technology and other technical teams and serves as an escalation function for Customer Support Agents during after-hours in Clickatell's 24 x 7 x 365 environment. Reporting to the Team Lead: Enterprise Support based in Cape Town, this role also serves as the after-hour support continuation for Clickatell's Technical Account Managers and any Enterprise customers nominated by the Sales Leaderships teams, as well as escalation point in cases of emergency.

We Do The Right Things

Responsibilities of the Role
- Maintain and exceed all required customer SLA's and internal OLA's
- Resolve customer queries in a timely and efficient manner
- Monitoring of APIs
- Solving technical queries using advanced knowledge and techniques
- Communicate incidents to internal and external stakeholders
- Initiate and collaborate in the incident management process
- Following outlined internal processes for correct escalation and resolution
- Provide first line user support when required
- Accurately categorise cases for Business Intelligence reporting
- Compile Daily Handover reports
- Participate in product testing
- Guide and train customer support agents

We Are On A Learning Journey

Requirements of the Role
- Matric
- ITIL Certified (Foundation V3) Advantageous
- IT Diploma or similar tertiary qualification Advantageous
- Knowledge and Abilities
- Networking, from Ethernet to IP
- Operating systems, from bare steel to network services

A Bit About You

Behavioral competency requirements of a Highflyer:
o **Team Player**: Self-directed and dedicated team player who positively engages with the team to solve.

o **Optimizing Processes**: Optimally utilizes the tools and resources available to maximizes output. Conducts day-to-day operations using best practice to achieve effectiveness and accuracy. Continuously reviews and makes recommendations for process improvements.

o **Expert Thinker**: Equipped with specialist knowledge and makes recommendations that are practical, smart and ready to implement. Remains up-to-date in the industry and offers technical advice, and support to own team and others.

o **Effective Problem-Solver**: Resourceful, persistent, and creative when solving problems. Able to be analytical and follow a logical process to make decisions. Finds the balance between a good and quick decision through experience and knowledge. Able to present and explain thinking and the resulting decision.

o **Connecting Collaboratively**: Actively connects to bring cohesion and deliver excellence. Sees the value in working closely with different specialities and teams to ensure all operations are aligned to meet the required objectives.

o **Maximizing Awareness**: Recognizes emotions and how it affects behavior and relationships. Self-aware and picks up on emotional cues in situations. Self-manages and empowered to show initiative, follow through on commitments, and work well in a team. Listens, reflects, and responds effectively to constructive criticism.

o **Enabling Strategy**: Implements the action plans in order to produce practical outputs while considering the implication, and consequences for the organization and our customers.

o **Action Orientated Mindset**: Know-how to skilfully approach technical activities to deliver value. Eager to deliver new or improved solutions to drive the organization forward. Focused on what needs to be done and ensures follow-through on all commitments.

o **Embracing Change**: Invites change and stays focused and resilient, and chooses responses that are positive when feeling uncertain. Remains flexible, adaptable, and open to opportunities to be innovative. Uses failure as an opportunity to learn and grows. Thinks ahead, anticipates, and acts

**Driving Delivery**: Goal-oriented and monitors processes and systems to ensure tracking towards goals despite challenging and stressful situations. Sets high standards for quality and performance and provides metrics to show improvements as well as real-time variance for effective tracking.

Why You Should Join

Perks of the Role
-

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