Webafrica

Technical Support Agent – Vuma Reach Fibre

Webafrica

full-time

Posted on:

Location Type: Remote

Location: South Africa

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Job Level

Junior

About the role

  • Provide efficient and effective support to Webafrica Vuma Reach Customers around billing and technical queries via WhatsApp Live Chat
  • Provide support to Webafrica Vuma Reach Customers
  • Troubleshoot internet connectivity problems on all Devices (Desktops, Laptops, Mobile Devices etc.)
  • Escalation of Faults beyond 1st Line Support
  • Router Configuration
  • Customer Account Management
  • Updating customer records
  • Account activations/cancellations
  • Account payment management
  • Advising customers on account balances
  • Account reconciliations
  • Credit and debit note management
  • Meeting Daily Live Chat and Call Targets

Requirements

  • Grade 12 / Matric
  • Analytical thinking with strong troubleshooting ability
  • Strong understanding of ISP Networks
  • Willing to work shifts (including weekends & public holidays)
  • 1+ Year customer services experience within an ISP Call Centre
  • 1+ Year of technical and desktop customer service experience
  • Exposure to a Customer Service Scoring System (eg. Net Promoter Score
  • Call Centre
  • Technical Support
  • Strong Written and Verbal Communication skills
  • Attention to detail
  • MS Office (Word
  • MS Office (Excel)
  • MS Outlook
  • Conflict Resolution
  • Multitasking
  • Time Management
  • Technical Literacy
  • Analytical
  • Problem Solving
  • Customer Service
Benefits
  • We are a Fully Remote work environment
  • We Kit you out
  • We look after your well-being and encourage a healthy lifestyle
  • We think of your future too
  • Performance Bonuses of up to 20% of your cash salary are paid out quarterly, so long as company targets are met.
  • Annual individual awards for the Webafricans that outshine the rest!
  • We always try to have some fun! Team buildings are a big deal as well as other cultural activities and company events!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Router ConfigurationTroubleshootingCustomer Account ManagementAccount ActivationsAccount CancellationsAccount Payment ManagementAccount ReconciliationsCredit Note ManagementDebit Note ManagementISP Networks
Soft Skills
Analytical ThinkingStrong Troubleshooting AbilityStrong Written CommunicationStrong Verbal CommunicationAttention to DetailConflict ResolutionMultitaskingTime ManagementProblem SolvingCustomer Service
Certifications
Grade 12Matric