Webafrica is hiring a
Technical Support Agent

Summary

Join Webafrica as a Customer Support Agent! Provide efficient support to Vuma Reach customers via WhatsApp Live Chat, troubleshoot internet connectivity issues, and more. Remote work is offered with various benefits such as free connectivity, medical aid coverage, retirement annuity, performance bonuses, and team-building activities.

Requirements

• Grade 12 / Matric
• Analytical thinking with strong troubleshooting ability
• Strong understanding of ISP Networks
• Willing to work shifts (including weekends & public holidays)

Responsibilities

• 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

Preferred Qualifications

• 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)

Benefits

• Fully Remote work environment
• 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 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
• Retirement Annuity - up to 5% company contribution in your first year; 7.5% thereafter
• 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!