Business Support Agent

- Full-Time-
- Herotel BusinessTshwane, ZA / Plattekloof, ZAJob Openings-
- Business Support Agent
**PURPOSE OF THE ROLE**:

- The Business Support Agent provides technical support and troubleshooting for customers using wireless, fibre, and voice services. This role involves first line support, striving for first-time resolution, and managing customer interactions across multiple channels. The specialist is responsible for diagnosing and resolving faults, documenting solutions, escalating complex issues to higher-level teams, and maintaining service levels and customer satisfaction. A solid understanding of networking fundamentals, MikroTik routers, and basic voice/PABX systems is required. The role is ideal for a technically skilled individual with hands-on experience in ISP/WISP environments and strong problem-solving and communication skills.
- **Key Performance Areas would include, but are not limited to**:

- Provide first and second line support.
- Strive for First Call Resolution (FCR).
- Fault Diagnosis and Troubleshooting.
- Provide basic to advanced troubleshooting on customer-side faults.
- Support Tasks and Information Requests.
- Remote support via Any Desk to customers.
- Ticket Management and Escalation.
- Customer Interaction and Communication.
- Address basic customer queries (general queries, non-technical questions, password recovery, basic troubleshooting, basic procedural ‘how to’ questions).
- Supply clients with general information regarding their Wireless/Fibre/Voice services.
- Call Handling and Triage
- Callback and Message Monitoring
- Timely Client Feedback
- Whatsapp Monitoring
- Monitor known issue alerts and proactively notify affected clients.
- Identify recurring issues and log them for problem management or system improvement.
- Collaborate with Tier 2 or Engineering teams on complex fault investigations.

**
Key Outputs**:

- Contribute to the achievement of team KPIs by delivering timely, high-quality support.
- Resolve customer queries within SLA.
- Maintain customer satisfaction score of 90% or higher.
- Record all support interactions and solutions in the ticketing system (Q-Contact) in a timely and accurate manner.
- Contribute to knowledge base articles by documenting common fixes and troubleshooting steps.
- Achieve 100% ticket resolution within 24 hours to meet customer service targets.
- Maintain a first-time resolution rate reducing repeat support queries.-
- Effective time management skills with the ability to prioritize tasks and meet deadlines in a high-paced environment.
- Experience in an ISP/WISP environment, with a strong understanding of internet service operations and customer support processes.
- Voice and PABX experience, including basic configuration, troubleshooting, and support of telephony systems.
- Hands-on experience with MikroTik routers and networking tools, including basic configuration and diagnostics.
- Working knowledge of PortaOne platform (advantageous).
- Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and basic configuration of routers and switches (required).
- Basic understanding of PC hardware setup and configuration (advantageous).
- Strong problem-solving and fault-resolution skills, with the ability to identify root causes and implement effective solutions.
- Excellent verbal and written communication skills, with a professional approach to client interaction.

** Qualification requirements**:

- Grade 12 is required.
- N+and A+ certifications are advantageous and will be considered a strong asset.

**_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.