Customer Service Support Agent
2 months ago
JOB PROFILE:
Job Title:
Customer Service Support Agent
Organization:
Zoom Online
Department:
Customer Service
Reporting Structure:
Call Centre Manager
Salary:
R30 000.00 pm
Benefits:
N/A
Location:
South Africa – Remote
Job Type:
Permanent
Working Hours:
Mountain Standard Time (GMT-7)
Company Values:
About Us:
Zoom Online is an emerging internet service provider in the United States of America, with start-up in Dallas, Texas and regional offices located in Phoenix, Arizona.
Our purpose is to provide reliable, fast, affordable and uncapped Fiber enabled internet services to communities connecting exclusively to Zoom Technology Group’s fibre infrastructure footprint.
We are a customer oriented business and pride ourselves on exceptional service delivery. We are a collaborative, creative and entrepreneurial team, building a vibrant and dynamic brand where people who want to make a difference can grow their careers.
If you are customer focused, agile with proven experience in recruitment and human resources, we would like to hear from you.
Our core Values:
- Honesty
- Accountability
- Respect
- Passion
- Innovation
Purpose of the role:
The Customer Service Support Agent is responsible for handling all customer support calls, tickets, and inquiries whilst exceeding customer service expectations and taking personal ownership for end-to-end support, diagnostics, fault management and service restoration for all client services. This role is a consultative 1st line technical support role, where you will be dealing with home users.
JOB SUMMARY:
KEY PERFORMANCE AREAS (KPAs) and key responsibilities:
- Deliver an exceptional Customer Experience by assisting customers through all the company channels which Customers engage with Zoom Online.
- To handle customer queries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions which is to be recorded in the company omni channel ticketing system, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers and ensure you effectively communicate both internally and externally.
Professionalism:
- Maintaining a positive, empathetic, and professional attitude toward customers always.
- Responding promptly to customer enquiries, efficient and effective technical support to Zoom Online customers at all times, timeously.
- Deal with 1st line desktop, laptop, network, Wi-Fi and internet related issues.
- Assist customers remotely with connectivity issues.
- Proactively monitor and report on network and system outages.
- Troubleshoot, diagnose and resolve networking technologies support queries as well as other third-party faults.
- Prioritizing and managing open and pending customer tickets effectively and timeously using the online ticketing system.
- Respond to customers and responding to tickets logged within stipulated Service Level Agreements (if any).
- Coordinating with external technical to resolve any customer issues.
- Logging of all customer queries with suppliers in the respective processes and support ticketing system(s).
- Respond and communicate professionally to customers via all communication tools provided (Phone, Ticketing System, SMS systems …etc.).
- Identifying, reporting trends with customer queries and escalating to Customer Service Manager and or management for recommendations on a resolution.
- Escalating in a timeous fashion to management.
- Following Processes and written instructions to resolve a fault or set up/update a new solution.
- Available to perform after-hours and Standby technical support as and when required.
- Establishing a good working relationship with colleagues, customers, suppliers, and other professionals.
JOB REQUIREMENTS:
Minimum requirements:
- Matric
- Must have knowledge of Internet, Connectivity, Email, routers, Wi-Fi & networking experience
- Must have a Customer Centric Approach & Comfortable speaking over the telephone
Added advantage / beneficial:
- Experience in working in a technical role supporting Internet Services
- Vo IP experience and understanding beneficial
JOB REQUIREMENTS:
Working Arrangement – Remote :
Agent is to be based remotely.
- Must have own tools of trade (Laptop)
- Must have reliable internet connection
- Must have conducive work environment
- Must be fluent in English
- Must be able to support Phoenix Arizona, Customers within their time zone
Experience:
- Providing Telephonic Support
- Telephonic Customer Service
- Helpdesk Support
DESIRED BEHAVIOUR & MOTIVATIONS:
Soft Skills:
- Professional
- Flexibility and Adaptability
- Knowledgeable
- Self-Managed
- Collaborative
- Resilience
- Dependable
- Trustworthy
Competencies
Functional / Job-related Skills
Proficiency Level
Basic
Intermediate
Advanced
Microsoft Office
X
Written and verbal communication skills
X
Strong Organisation skills
X
Omnichannel Contact Centre Systems
X
Interpersonal Skills
X
Technical (Networking)
X
Telephonic Skills
X
English Fluency
X
Should you not hear back from us within 2 weeks of your application kindly deem your application unsuccessful.
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