Enterprise Support Agent

We Are Setting The Pace

Clickatell is a world-class Chat Commerce company, ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. We need people who can understand the bigger picture and who connect the dots to achieve success. In our agile and demanding environment, you will have to ask the right questions and take the smart risk.

We call ourselves Champions. Why Champions? Because it’s not only about what they have done, but also for what they are going to do. The way they are going to drive our organization forward and deliver solutions to our customers. Watch this space as we blaze a new path while expanding across the globe.

Purpose
- To ensure maximum possible service availability and performance
- To provision customer network services on core equipment
- To provide support services for Technology and other technical teams
- To serve as an escalation function for Customer Support Agents during after-hours in Clickatell’s 24 x 7 x 365 environment
- To serve as the after-hour support continuation for Clickatell’s Technical Account Managers and any Enterprise customers nominated by Sales Leaderships teams, as well as escalation point in case of emergencies
- Maintain and exceed all required customer SLA’s and internal OLA’s
- Resolve customer queries in a timely and efficient manner
- Monitoring of APIs
- Solving technical queries using advanced knowledge and techniques
- Communicate incidents to internal and external stakeholders
- Initiate and collaborate in the incident management process
- Following outlined internal processes for correct escalation and resolution
- Provide first line user support when required
- Accurately categorise cases for Business Intelligence reporting
- Compile Daily Handover reports
- Participate in product testing
- Guide and train customer support agents

We Do The Right Things - Responsibilities of the Role
- Maintain and exceed all required customer SLA’s and internal OLA’s
- Resolve customer queries in a timely and efficient manner
- Monitoring of APIs
- Solving technical queries using advanced knowledge and techniques
- Communicate incidents to internal and external stakeholders
- Initiate and collaborate in the incident management process
- Following outlined internal processes for correct escalation and resolution
- Provide first line user support when required
- Accurately categorise cases for Business Intelligence reporting
- Compile Daily Handover reports
- Participate in product testing
- Guide and train customer support agents

**Requirements**:
We Are On A Learning Journey - Requirements of the Role
- Matric
- ITIL Certified (Foundation V3) Advantageous
- IT Diploma or similar tertiary qualification Advantageous
- Must understand and demonstrate knowledge of:

- Networking, from Ethernet to IP

Operating systems, from bare steel to network services
**Benefits**

Why You Should Join - Perks of the Role
- Healthcare, Retirement Fund and Risk benefit company contributions
- Quarterly performance incentives
- Reimbursable Communication allowances for internet and mobile phone bills
- Half-day off on your birthday
- 5 personal days leave a year, over and above your annual leave
- Remote Working (our offices are currently open for essential use only due to COVID-19)
- Home office set-up with laptop, monitor, chair and UPS

Stronger Together

Clickatell is unequivocally committed to Diversity, Inclusion and Belonging. We believe that we are stronger together and that sameness limits our thinking and our opportunities. You are welcome at Clickatell for who you are, no matter where you come from or what you choose to believe. Our platform is for everyone, and so is our workplace. But it isn’t just about a whole lot of different people working together all having their say - it is about us creating a place where we all feel that we belong. It’s in our differences that we will find the power to keep revolutionizing the way the world uses chat technology.