Business Support Agent

Full-Time

Herotel Business

Tshwane, ZA / Plattekloof, ZA

Job Openings

Business Support Agent

Herotel Business is inviting applications for the Business Support Agentposition to be based in Tshwane

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.
• Maintain Call/Email answer rate of 95% 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.

The successful candidate must have the following experience/skills:

• 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:

• Preference will be given to Previously Disadvantaged Individual candidates in line with Herotel's Employment Equity Plan.
• Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information.
• Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.