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Webafrica

Technical Support Agent – Vuma Reach Fibre

Webafrica

Technical Support Agent assisting with customer support and troubleshooting for Vuma Reach Fibre services. Responsible for handling billing issues and technical queries for customers via WhatsApp Live Chat.

Posted 7/20/2026full-timeRemote • 🇿🇦 South AfricaJuniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong analytical thinking and troubleshooting abilities to provide exceptional customer service in an ISP environment. Proficient in managing customer accounts, resolving technical issues, and ensuring high levels of service satisfaction.

Highest-signal resume keywords
Customer Service ExperienceTechnical SupportISP Network UnderstandingAnalytical ThinkingFibre Capability

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills
TroubleshootingRouter ConfigurationAccount ManagementBilling ManagementTechnical LiteracyProblem SolvingAttention to DetailMultitaskingTime ManagementCustomer Service Scoring System
Soft Skills
Strong Written CommunicationStrong Verbal CommunicationConflict Resolution
Tools & Technologies
MS Office (Word)MS Office (Excel)MS OutlookWhatsApp Live Chat
Industry Keywords
Call CentreISPFibreVoIPCustomer Account Management

Tech Stack

Tools & technologies
VoIP

About the role

Key responsibilities & impact
  • How often have you called in and spoken to a support agent and thought, "Wow, they were helpful" and this person made your day? Do you have what it takes to BE one of these awesome individuals?
  • Now is your chance!
  • Webafrica is in search of a spunky, left-of-centre individual that is clued up on connectivity, the internet and is also able to provide phenomenal customer service. Note, there is obviously the aspect of billing customers when they make use of a service so you would need to know about this as well.
  • So, if getting customers connected to the World Wide Web is your thing and high levels of service is your passion, get in touch with us!
  • Send us your deets so we can meet!
  • You will be expected to troubleshoot and resolve issues with services such as but not limited to: Fibre and VoIP

Requirements

What you’ll need
  • **Minimum Requirements:**
  • - Grade 12 / Matric
  • - Analytical thinking with strong troubleshooting ability
  • - Strong understanding of ISP Networks
  • - Willing to work shifts (including weekends & public holidays)
  • **Ideal Requirements**
  • - 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
  • **Desired Skills:**
  • - 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
  • **What you will be doing: **
  • - 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
  • ***FIBRE CAPABILITY AT HOME IS A REQUIREMENT FOR THE ROLE***
  • **Correspondence will be conducted with shortlisted candidates only. If you haven’t heard back from us, please regard your application unsuccessful – but don’t lose hope, keep checking our website for more career opportunities in future.

Benefits

Comp & perks
  • ***Our benefits are second to none - the icing on the Webafrica culture cake:***
  • - **We are a Fully Remote work environment **
  • - That’s right! No need to go into the office! You can work from just about anywhere.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**
  • - 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!
  • -
  • - **We look after your well-being and encourage a healthy lifestyle**
  • - We pay 100% of your medical aid (Discovery& Vitality) – so no deduction unless you want to add a beneficiary or increase your cover to more than what is provided.
  • -
  • - **We think of your future too**
  • - Retirement Annuity - up to 5% company contribution in your first year; 7.5% thereafter
  • -
  • ***THE CHERRY ON TOP!!!*** **Webafrica rewards stellar performance!**
  • - 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!