Technical Support Agent

3 weeks ago

Stellenbosch, South Africa Herotel Full time

Applications are invited for the **Technical Support Agent**position to be based in Stellenbosch.

**PURPOSE OF THE ROLE**:
**Key Performance Areas would include, but are not limited to**:
**First Line Customer Support**:

- Provide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.
- Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.
- Record support requests in Herotel's ticketing system. Aim to resolve issues permanently during the first call and within the same day, maintaining regular follow-up's with customers.
- Providing updates as least hourly or daily as necessary.
- Consistently monitor Microsoft Teams & WhatsApp for messages.

**Troubleshooting, problem solving and monitoring**:

- Collect information through analytical troubleshooting and problem research to identify the nature of faults, including determining whether the issue is on the customer side or related to WAN.
- Make use of troubleshooting tools such as tracert, ping, bandwidth test, and Route This.
- Monitoring of Network using Dude and Zabbix.
- Escalation of calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops)
- Identify trends with incoming calls issues, and support requests, and escalate them to the Team Captain or Team Leader immediately.

**Customer-side faults**:
**Internal/network faults**:

- Identify network issues (e.g., uplink problems, such as a backhaul upstream service provider problem, a fibre PON failure, or a wireless tower failure) through gathering information and troubleshooting and escalate to NOC through ticketing system.
- Assist Field Technicians remotely with troubleshooting, configuration & service credentials (username and password).
- Develop wireless infrastructures and make recommendations on systems enhancements for optimizations.

**Team support**:

- Provide support to Helpdesk Teams by assisting with ticket backlogs when required.
- Adhere to and contribute to internal technical documentation and knowledgebase.
- Reporting back regularly on ad hoc requests for data capturing relating to specific projects or assignments.
- Work in a team and collaborate to improve customer support.
- Research and remain up to date with current industry and technologies and share learnings with the team.
- Become familiar with department policies and SOPs (Standard Operating Procedure).
- Learn to use company software programs and tools.
- Attend and participate in team MOS (management operating systems) meetings.

**Key Outputs**:
**Customer Support Excellence**:

- Provide efficient first-call resolution across various communication channels.
- Address technical issues promptly, ensuring updates and follow-ups as necessary.

**Technical Problem-Solving**
- Troubleshoot customer-side and internal network faults effectively using diagnostic tools.
- Escalate unresolved issues to the appropriate teams, ensuring seamless service continuity.

**Team Collaboration and Knowledge Sharing**:

- Support team operations by managing ticket backlogs and contributing to internal documentation.
- Share industry knowledge and technical advancements with the team to improve overall support quality.

**Operational Efficiency**:

- Monitor network systems, identify trends in incoming calls, and escalate recurring issues proactively.

**Adherence to Standards**:

- Follow company policies, SOP's, and technical guidelines while ensuring customer satisfaction.
- Participate in team meetings and contribute to continuous process improvements.

**Key Outputs**:

- Leadership potential.
- Analytical thinking.
- Communication skills (verbal and written).
- Customer orientation (building rapport, handling complaints)
- Continuous learning ability (including technical aptitude).
- Decision making.
- Follow up.
- Problem solving and resolution.
- Teamwork.
- Inter-personal relations.
- Employee development.
- Time management.
- Min 3 years of experience working with Fibre networks, Wireless, and Wi-Fi Routers.
- Networking ICT, and Telecommunications technology and industry knowledge.
- Proficient in Microsoft Office (Outlook, Teams required, Word and Excel advantageous).
- Knowledge of Mikrotik, Cambium, Ubiquiti and Totolink and TP Link hardware.
- Proven knowledge and understanding of TCP/IP, DNS, DHCP, Tunnels, routers, and switches.
- Troubleshooting skills in a networking environment.
- Advanced understanding of PC hardware setup and configuration advantageous.
- Layer 2 switching knowledge/ability advantageous.
- Proficient in English (written and verbal), second language preferable.
- Work independently, including remotely (when required).
- Willing and able to work shifts, including evenings and weekends.
- Work under pressure and according to specific call resolution targets.

**Education Requirements**:

- Grade 12 / Senior Certi

  • Installer Technical Support Agent

    2 weeks ago

    Stellenbosch, South Africa Herotel Full time

    Applications are invited for the **Installer Technical Support Agent **position to be based in **Stellenbosch** **PURPOSE OF THE ROLE**: Support Field Technicians daily with installations, callouts and surveys. Ensure a high level of quality workmanship by constant evaluation of info provided by the Technicians. **Key Performance Areas would include, but...

  • Customer Support Agent

    4 weeks ago

    Stellenbosch, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting Customer Support Agents in the Stellenbosch /Helderberg Area. We are a Stellenbosch based contact centre, servicing a wide client base worldwide and we are looking for agents who wish to grow within the company. You will be required to work US hours Benefit from extensive inhouse training and development programs and enjoy the...

  • Customer Support Agent

    4 weeks ago

    Stellenbosch, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting Customer Support Agents in the Stellenbosch /Helderberg Area. We are a Stellenbosch based contact centre, servicing a wide client base worldwide and we are looking for agents who wish to grow within the company. You will be required to work US hours Benefit from extensive inhouse training and development programs and enjoy the...

  • Customer Support Agent

    2 weeks ago

    Stellenbosch, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting Customer Support Agents in the Stellenbosch /Helderberg Area. We are a Stellenbosch based contact centre, servicing a wide client base worldwide and we are looking for agents who wish to grow within the company. Benefit from extensive inhouse training and development programs and enjoy the unique and funky work environment. -...

  • Customer Support Agent

    2 weeks ago

    Stellenbosch, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting Customer Support Agents in the Stellenbosch /Helderberg Area. We are a Stellenbosch based contact centre, servicing a wide client base worldwide and we are looking for agents who wish to grow within the company. Benefit from extensive inhouse training and development programs and enjoy the unique and funky work environment. -...

  • Senior Customer Support Agent

    2 weeks ago

    Stellenbosch, South Africa Urang Full time

    **Job title**: **Senior Customer Support Agent (Remote - South Africa)** **Location**: **100% remote (Western Cape, South Africa)** **About Blocks Online** Blocks Online is a UK based IT company that provides a comprehensive and fully integrated suite of web-based software - “Software as a Service” (SaaS) to Property Management companies and Managing...

  • Danish Customer Support Agent

    3 weeks ago

    Stellenbosch, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting Danish Speaking Agents in the Somerset West/Helderberg Stellenbosch Area. We are a Stellenbosch based contact centre, servicing a worldwide client base and we are looking for agents who wish to grow within the company. If you are tenacious, ambitious, and well-spoken, you could benefit from extensive in-house training and...

  • Danish Customer Support Agent

    5 days ago

    Stellenbosch, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting Danish Speaking Agents in the Somerset West/Helderberg Stellenbosch Area. We are a Stellenbosch based contact centre, servicing a worldwide client base and we are looking for agents who wish to grow within the company. If you are tenacious, ambitious, and well-spoken, you could benefit from extensive in-house training and...

  • Business Systems Support Agent

    2 weeks ago

    Stellenbosch, South Africa Herotel Full time

    Applications are invited for the **Business Systems Support Agent** **position to be based in **Stellenbosch.** **Key Performance Areas would include, but are not limited to**: - Consult with users to determine steps taken to identify and resolve the problem. - Collaborate with other staff to research and resolve problems. - Collaborate with developers to...

  • German Customer Support Agent

    4 weeks ago

    Stellenbosch, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting German Speaking Agents in the Stellenbosch Area. We are a Stellenbosch-based contact centre, servicing a worldwide client base and we are looking for agents who wish to grow within the company. If you are tenacious, ambitious, and well-spoken, you could benefit from extensive in-house training and development programs and enjoy...

  • Nordic Customer Support Agents

    4 weeks ago

    Stellenbosch, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting Nordic Speaking Agents in the Somerset West/Helderberg/ Stellenbosch Area. We are a Stellenbosch-based contact centre, servicing a worldwide client base and we are looking for agents who wish to grow within the company. If you are tenacious, ambitious, and well-spoken, you could benefit from extensive in-house training and...

  • German Customer Support Agent

    3 weeks ago

    Stellenbosch, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting German Speaking Agents in the Stellenbosch Area. We are a Stellenbosch-based contact centre, servicing a worldwide client base and we are looking for agents who wish to grow within the company. If you are tenacious, ambitious, and well-spoken, you could benefit from extensive in-house training and development programs and enjoy...

  • Swedish Customer Support Agent

    4 weeks ago

    Stellenbosch, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting Swedish Speaking Agents in the Somerset West/Helderberg / Stellenbosch Area. We are a Stellenbosch based contact centre, servicing a worldwide client base and we are looking for agents who wish to grow within the company. If you are tenacious, ambitious, and well-spoken, you could benefit from extensive in-house training and...

  • Finnish Customer Support Agent

    3 weeks ago

    Stellenbosch, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting Finnish Speaking Agents in the Somerset West/Helderberg/ Stellenbosch Area. We are a Stellenbosch-based contact centre, servicing a worldwide client base and we are looking for agents who wish to grow within the company. If you are tenacious, ambitious, and well-spoken, you could benefit from extensive in-house training and...

  • Finnish Customer Support Agent

    6 days ago

    Stellenbosch, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting Finnish Speaking Agents in the Somerset West/Helderberg/ Stellenbosch Area. We are a Stellenbosch-based contact centre, servicing a worldwide client base and we are looking for agents who wish to grow within the company. If you are tenacious, ambitious, and well-spoken, you could benefit from extensive in-house training and...

  • Swedish Customer Support Agent

    6 days ago

    Stellenbosch, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting Swedish Speaking Agents in the Somerset West/Helderberg / Stellenbosch Area. We are a Stellenbosch based contact centre, servicing a worldwide client base and we are looking for agents who wish to grow within the company. If you are tenacious, ambitious, and well-spoken, you could benefit from extensive in-house training and...

  • Finnish Customer Support Agent

    5 days ago

    Stellenbosch, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting Finnish Speaking Agents in the Somerset West/Helderberg/ Stellenbosch Area. We are a Stellenbosch-based contact centre, servicing a worldwide client base and we are looking for agents who wish to grow within the company. If you are tenacious, ambitious, and well-spoken, you could benefit from extensive in-house training and...

  • IT Support Administrator

    1 week ago

    Stellenbosch, South Africa Exceed Recruitment and Human Resource Consultants Full time

    **Reference**: SJ 7502 **Consultant**: Sone Johnson **Descriptions**: Assist with telephonic IT support Creating tickets for walk-in and call-in requests Assign tickets to support agents Escalate incidents & priority support Help enforce policies and procedures Setup & assist with Video conferences and boardroom equipment Monitor, remind & assist IT...

  • French Customer Support Agent

    3 days ago

    Stellenbosch, South Africa ARC Business Process Outsourcing Full time

    We are currently recruiting French Speaking Customer Service Agents in the Stellenbosch/Helderberg Area. We are a Stellenbosch based contact centre, servicing a worldwide client base and we are looking for agents who wish to grow within the company. The company provides subsidised transport to and from work,with a canteen area. If you are tenacious,...

  • Customer Care Agent

    4 days ago

    Stellenbosch, South Africa FlightScope Full time

    As a Customer Care Agent, you will be our company's first line of support services. Your purpose as a Customer Care Agent will be to assist clients with diagnosing, troubleshooting, and resolving any issues they might experience with our products To be successful as a Customer Care Agent, you should have a pleasant personality and patiently assist clients....