Helpdesk Agent

6 months ago

Stellenbosch, South Africa Herotel Full time

Applications are invited for the **Helpdesk Agent - Tier 1 **position to be based in **Stellenbosch**

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

- Offer first line support to customers, which includes taking initial call from users.
- Always strive for first call resolution.
- Determines if fault is customer-side, or WAN-side.
- Provides basic to intermediate troubleshooting on customer-side faults.
- Facilitates password changes, usage reports, and general product info.
- Remote support via AnyDesk to customers.
- Where Helpdesk T1 Agents cannot resolve a ticket, escalate tickets to T2 Helpdesk Agents.
- Log tickets for all client queries and escalate as necessary (close tickets if resolved).
- Addresses basic customer queries (general queries, non-technical questions, password recovery, website navigation assistance, basic troubleshooting, basic procedural ‘how to' questions).
- Supplying clients with general information regarding their Wireless/Fibre service.
- Accurately screen incoming calls, redirecting calls and taking messages.
- Check Microsoft Teams / WhatsApp for any callback requests.
- Ensure clients are always given feedback in a timely manner.
- Assist walk-in clients where applicable.
- Reporting back weekly/daily on data captured per request from Manager.
- Report to Manager on discovered repeat issue cases.
- Analytical.
- Ability to work independently.
- Customer service skills.
- Ability to work quickly and under pressure.
- Problem-solving skills.
- Time management skills.
- Technical aptitude.
- Good Communication skills (written and verbal).
- Previous experience at an ISP will be advantageous.
- Basic understanding of PC hardware setup and configuration will be advantageous.
- 1-year Wireless/Router experience will be advantageous.
- 1-year Call Centre experience will be advantageous.
- Knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches will be compulsory.

**Education Requirements**:

- Grade 12 / Senior Certificate.
- N+ & A+ certification (Advantageous).

**_PLEASE NOTE:_**
- Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.

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