Technical Officer: Wholesale Isp Support

3 days ago

Centurion, South Africa Telkom SA Limited Full time

**Core Description**:
Responsible for the effective management and resolution of escalations, and complaints from Wholesale customers.
This includes dealing primarily with inbound technical support and trouble-shooting queries, ensuring that all
issues are thoroughly investigated, and providing regular feedback to the customers.

**Competencies**:
Knowledge/Skills

Call Centre, Technical Support, Written and Verbal Communication, Attention to detail, MS Office (Word) MS
Office (Excel), MS Outlook; Conflict Resolution, Multitasking, Time Management; Technical Literacy, Analytical, Problem Solving; Customer Service; Previous Retail and/or Telecoms Service Desk experience in a customer services capacity, preferably on a technical support helpdesk. An understanding of the IT industry Experience in the FTTH/ISP/telecoms/ICT industry required. FTTH experience in a customer services role a plus. Self-motivated, goal driven and the ability to handle multiple tasks at once Proven leadership skills in a Service Desk environment.

Behaviour

Committed; Reliable; Responsible; Trustworthy; Team Player; Customer Focus. Accountability.

**Responsibilities**:
Provide efficient and effective support to Openserve Customers around billing and technical queries via Telephone and WhatsApp Live Chat.
Provide timely support to Openserve Customers using remote desktop services or in person.
Conduct troubleshooting of internet connectivity problems on all devices (Desktops, Laptops, Mobile Devices etc.)
Conduct router configurations.
Customer Account Management.
Update customer records.
Process account activations/cancellations.
Manage account payments.
Advise customers on account balances.
Conduct account reconciliations.
Manage customers’ credit and debit notes.
Meet daily ticket, live chat and call targets.
FTTH experience in a customer services role a plus.
Self-motivated, goal driven and the ability to handle multiple tasks at once.
Proven leadership skills in a Service Desk environment.

**Required Certification**:
None

**Qualifications**:
Grade 12

N. Diploma in Elec. Engineering (light current)/ Computer Science/ Information Technology (NQF Level 5) - would be
an advantage

**Experience**:
2-3 Years relevant experience
ISP experience would be an advantage

**Special Requirements**:
None

**Comments**:
To view the job description please click on the Job Description attachment.

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