Isp Operations Assistant
2 weeks ago
RESPONSIBILITIES
- Support daily operations to ensure expected turnaround times or SLAs are being met.
- Address billing rejections to ensure that customers are billed correctly and on time.
- Ensure that installed, migrated and deleted orders are progressing correctly according to the process on the system.
- Assess cancellation orders for approval or rejection in order to make sure the terms and conditions and policies are adhered to.
- Monitor the reports to identify issues on identified areas.
- Deliver exceptional service to internal and external customers.
- Respond and resolve all incidents in accordance with the SLA.
- Analyze issues and develop resolutions in a timely fashion.
- Thoroughly and timely document incidents and resolutions.
- Initiate Change Management requests and execution according to SOP.
- Assisting in the compiling of incident reports when required.
- Escalate problems experienced with infrastructures to the NOC Manager
- Provide updates to clients with regards to incidents and problems in accordance with SOP.
- Track and manage your work record via regular ticket / task time entries.
- Escalate any ongoing, unresolved, or business critical problems to the Operations Manager
- Identify and suggest improvements to procedures or systems to your Operations Manager
**REQUIREMENTS**:
- At least 3 years of experience in an operational /administrative role, preferably in the IT / ISP Industry.
- Relevant diploma or degree in administration / ISP/ IT advantageous.
- Strong organizational skills and attention to detail, especially in maintaining records and preparing reports
- Proficient in using digital platforms and software such as Microsoft Office, Telegram and WhatsApp
- Excellent communication skills and ability to work in a team environment, also able to prioritize and manage multiple tasks
- Knowledge of ISP installations is a must. Attention to detail and strong communication and interpersonal skills.
- Positive attitude and willingness to learn, with a passion for excellence in all aspects of the job
- Motivated individual who is passionate about technology and customer experience
- Excellent communication skills (both written and verbal)
- Analytical thinking
- Proven experience working in an operational environment
- Proficient with Microsoft Excel, Power Point, Outlook and Word
- Team player, ability to work in a team environment
- Deciding and initiating action
- Ability to plan and organise daily work
- Ability to follow instructions and procedure
SALARY: R20, 000.00 - R25, 000.00 PM pending experience
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