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Enterprise Support Agent
ClickatellEnterprise Support Agent at Clickatell ensuring maximum service availability and performance for customers. Providing technical support and incident management in a 24/7 environment.
About the role
Key responsibilities & impact- Ensure maximum possible service availability and performance
- Provision customer network services on core equipment
- Provide support services for Technology and other technical teams
- Serve as an escalation function for Customer Support Agents during after-hours
- Serve as the after-hour support continuation for Technical Account Managers and any Enterprise customers
- Maintain and exceed all required customer SLA’s and internal OLA’s
- Monitor APIs, supplier notices and product platforms for 24/7 issue identification
- Solve technical queries using advanced knowledge and techniques
- Notify affected customers of confirmed incidents within 30 minutes
- Communicate incidents to internal and external stakeholders
- Initiate and collaborate in the incident management team regarding incidents
- Provide first line user support when required
- Accurately categorise cases for Business Intelligence reporting
- Compile Daily Handover reports
- Act as / support the Point of Contact for Escalations (POCE)
- Participate in product testing
- Guide and train customer support agents
- Leverage approved AI-assisted tooling for ticket triage and response drafting
- Handle all customer and personal data in line with POPIA and Clickatell data-protection standards
Requirements
What you’ll need- Matric
- ITIL 4 Foundation certification (advantageous)
- IT Advanced Diploma
- Degree tertiary qualification
- Demonstrated knowledge of networking, from Ethernet to IP
- Demonstrated knowledge of operating systems, from bare steel to network services
- Proficiency (or ability to learn quickly) in Jira, eazyBI, telephony systems
Benefits
Comp & perks- Medical Aid contribution
- Pension fund contribution
- Risk benefit company contributions
- Reimbursable communications allowance 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 and access to office hubs as required.
- Home office set-up with laptop, monitor and other related items.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Network ServicesOperating SystemsIncident ManagementTechnical SupportAPI MonitoringData Protection ComplianceBusiness Intelligence ReportingProduct TestingTicket TriageCustomer Communication
Soft Skills
CollaborationTrainingProblem SolvingEscalation ManagementCommunication
Certifications
ITIL 4 FoundationIT Advanced Diploma