Technical Support Agent

7 months ago

East London, South Africa Mdaswifi Full time

Established in 2019, Mdaswifi is a growing Internet Service Provider which builds, owns, and operates wireless internet networks. We connect homes and businesses to uncapped internet and operate a growing public Wi-Fi hotspot network. We also operate domain hosting servers that carry hosting for a variety of business sizes nationally. We also market fiber-to-the-home and Fiber-To-The-Business services and VoIP nationally.

We are looking for a talented, serious, and professional technical support operator who will take personal ownership for end-to-end technical support, diagnostics, fault management and service restoration for all client services in record time, at all times.

This is for someone who understands customer experience, is highly disciplined and puts empathy at the core of the service they provide for our clients. Speedy response to client queries is at the core of our operations.

**Responsibilities Include**:
**First line customer support**:

- Regularly check Omnichannel for new customer messages/requets.
- Following up with customers to ensure full resolution of the problem.
- Able to write and submit celar an concise messages for outage reasons to customers.
- Taking ownership of customer issues and following standard help desk procedures.
- Providing efficient and effective support to achieve a high rate of first-time resolution.
- Log tickets on the system and assign tasks to field teams for further technical investigations, and update ticket status daily.
- Strive to resolve issues permanently on first call and on the same day.
- Provide regular hourly/daily feedback to customers during down-times.
- Very professional and strictly following internal and external ticket communication.
- Maintain highest levels of respect for our clients, internal processes and deadlines.
- **During your after-hours and weekends standby duty, you become the first contact for customers and responsible to route non-technical queries to the relevant department through the ticketing system for processing on next business day and inform customers as such.**

**Monitoring & troubleshooting**:

- Troubleshoot, diagnose issues with Wireless, FTTH, Wi-Fi, broadband, domains, VoIP
- Analytically troubleshoot technical problems, properly research to determine the cause of faults, be it client-side or WAN side.
- Understand and make use of appropriate troubleshooting and testing tools.
- Where the call can’t be resolved, escalate the call timeously to the correct person/team.
- Identify trends through analysis of incoming calls, issues and support requests, and escalate them to relevant teams and/or management immediately.
- Provides basic to advanced troubleshooting of client-side faults, password changes, domains, hotsposts, portal login problems and VOIP.
- Identify emergency network issues like uplink problems, upstream provider issues, wireless tower failures by:

- _- analyzing information and troubleshooting and,_
- _- escalating to field technical teams by opening ticket and assiging to relevant _personnel and tagging management on network-wide emergency tickets.
- _- managing the flow of communication and updating customers timeously through clear and consice bulk SMS, Portal and E-mail messaging._

**Internal team support**:

- Support sales teams with technical surveys and feasibility checks.
- Adhere to and contribute to internal technical documentation and knowledgebase.
- Schedule new installations and planned work by assigning tasks to field technical teams and informing cutomers of upcoming work via available communication tools.
- Work closely with the team, contribute & collaborate to improve customer experience.
- Keep up to date with new technologies and share knowledge with the team.
- Familiarize yourself with company policies and standard operating procedures.
- Learn company software programmes, tools & attend technical product training.

**Job Requirements**:

- Completed grade 12
- A technical qualification such as A+ or N+
- Strong understanding of ISP/Telecoms networks
- Experience working with Wireless and Wi-Fi Routers.
- 2 years experience in an ISP technical support environment.
- Good understanding of TCP/IP, DNS, DHCP, routers and switches.
- Knowledge of Mikrotik, Mimosa, Rujie Networks an added advantage.
- Experience troubleshooting Wireless, FTTH, FTTB, broadband, Wi-Fi, domains.
- Ability to work under pressure and according to strict call resolution turnarounds.
- Must be willing to work shifts, including evenings and weekends. (Non-negotiable)

**Benefits**:

- Basic Salary + Standby Allowance
- Company Cellphone Allowance
- Company Group Life Cover
- Company Group Funeral Cover
- Company Dissability Cover
- Free access to our Online University with diverse courses for self-development.
- FREE Uncapped internet connectivity (with UPS) if living in the communities we cover.

Application Question(s):

- IT qualification such as N+, A+ certification

**Experience**:

- ISP tec

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