Main Purpose of the Job:
The Customer Service (Technical & Billing) team currently has a vacancy for a Tier 1 Technical Support Agent who will be responsible for providing customer support – that includes information sharing and resolving technical and billing related queries. You will be expected to troubleshoot and resolve issues with services such as but not limited to: Fibre and VoIP etc. We also require you to have a CompTIA A+ certification (Compulsory).
Job Output:
o Responsible for customer interactions that result in resolved technical, billing and account queries.
o Identify and understand customer needs.
o Provide solutions to technical and account management queries.
o Resolved customers’ queries, and complaints and manage objections effectively to increase customer satisfaction.
o Deliver exceptional service to customers in all interactions.
o Diligently execute escalations beyond 1st line support.
o Record accurate summaries of customer interactions in the company business system.
o Utilise all available tools and resources to resolve customer queries completely.
Skills and Competencies:
o Call Centre
o Technical Support
o MS Office Suite
o Conflict Resolution
o Technical Literacy
o Analytical
o Strong written/verbal communication skills
o Customer Service focused.
o Assertiveness
o Tact and ability to negotiate.
o Listening and questioning skills
o Troubleshooting skills
o Objection handling
o Attention to detail. o Numerical skills Excellent
o Communication Skills
Requirements
Grade 12/Matric
Computer Literate (MS Excel/MS Word and MS Outlook)
Strong understanding of ISP Networks
1+ Year customer services experience within an ISP Call Centre
1+ Year technical and desktop customer service experience
Administration experience is a highly recommended
CompTIA A+ Certification
Benefits
We are a Fully Remote work environment
o That’s right! No need to go into the office! You can work from just about anywhere
o We have partnered with a shared office/workspace called Workshop 17 and we cover the cost of your access to any of their branches around the country – if you’d like a change of scenery from time to time.
We Kit you out
o We will provide you with all the necessary tech equipment needed for a remote office. Laptop, monitor, and headset. And of course, a UPS to ease the effects of load-shedding! We also provide you with Connectivity – FOR FREE!
THE CHERRY ON TOP!!! MWEB rewards stellar performance!
Performance Bonuses of up to 25% of your cash salary are paid out quarterly, so long as company targets are met.
We always try to have some fun! Team buildings are a big deal as well as other cultural activities and company events!
Mweb
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