Technical Support Agent

**Role overview**:
The TooMuchWifi Technical Support Contact Centre Agent reports to the Technical Support Contact Centre Supervisor. Regions are subdivided into areas that comprise underserved communities in which TooMuchWifi is focused on growing and retaining its customer base.

Technical Support Contact Centre Agents in these positions often engage with clients over the phone, attempting to establish new contracts and building rapport with other potential customers. Customer Service agents who work with individual customers may work with a wide variety of orders; these agents respond to customer questions in areas such as issues with orders or products. Often, these inquiries are done over the phone and or ticketed queries.

**Key Responsibilities**

Execute plans and requirements from the Technical Support Contact Centre Agent aligned with weekly, monthly, quarterly, and annual targets:

- Provide technical support to customers experiencing issues with internet connectivity, network setup, and related equipment.
- Conduct troubleshooting activities to identify and resolve technical issues.
- Escalate complex technical problems to the appropriate team members for further resolution.
- Document customer interactions and maintain accurate records of customer issues and solutions provided.
- Collaborate with other team members to ensure timely resolution of customer issues.
- Ensure a high level of customer satisfaction through effective communication and follow-up activities.
- Continuously update knowledge of products, services, and troubleshooting techniques to better assist customers.
- Knowledge of the company’s products and services
- Communicate with current and potential customers via telephone, Chatwoot, Turnio, and Vertex
- Answer phone calls in order to adequately service our clientele
- Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines.
- Answer inbound calls or generate outbound calls, and in some cases follow up with customers scheduled appointments.
- Attend tickets that have been allocated by the management systems in a productive and timely fashion.
- Keep up with targets set by call center management in line with tier requirements.
- Maintain a courteous and calm manner at all times to de-escalate stressful situations.
- Resolve customer complaints and queries and mitigate escalations, identify customers’ needs, clarify information, research every issue, and provide solutions.
- Capture information to create, update or adjust customer account information onto Vertex.
- Suggest products and services to customers based on their requests and needs.
- Build sustainable relationships and engage customers by taking the extra mile.
- Meet personal/team qualitative and quantitative targets / Key Performance Indicators.
- Keep records of all conversations in our call center database in a comprehensible way.
- Attend all performance review meetings, team meetings, and other scheduled sessions as requested by Management.
- Adhere to TooMuchWifi policies and procedures.

**Essential experience**:

- Proven experience as a Technical Support Contact Centre Agent or similar role.
- Strong technical knowledge of internet connectivity, network setup, and related equipment.
- Excellent communication skills, both verbal and written.
- Ability to multi-task and handle a high volume of customer inquiries in a fast-paced environment.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Ability to work flexible schedules, including evenings, weekends, and holidays.
- Strong desire and ability to communicate and work with ethnic, and gender diverse.
- Bilingual language skills are a plus, especially in Afrikaans, Somali, and Amharic.
- Excellent verbal and written communication skills.
- Ability to remain calm and composed in a fast-paced, high-pressure environment.
- Good empathy and listening skills to de-escalate situations and identify the underlying issues of a problem.
- Ability to stand or sit for extended periods of time.
- Ability to work shift hours, this will include evenings, weekends, and public holidays.
- Familiarity with Automatic Call Distribution Phone System (ACD), caller ID, and auto-dialing systems.

**Minimum Qualifications**
- Matric.
- A relevant college or university degree in business, sales, or related field of study is an advantage but not required.

**Other requirements**:

- An ability to effectively work with people from diverse backgrounds, including age, race, ethnicity, gender identity, and lived experiences

**Salary**: R70,000.00 - R200,000.00 per year