Webafrica is hiring a
Technical Support Agent

Summary

Join Webafrica as a spunky, left-of-centre individual who is clued up on connectivity and able to provide phenomenal customer service. You will be expected to troubleshoot and resolve issues with services such as Fibre and VoIP, and provide efficient and effective support to customers around billing and technical queries via WhatsApp Live Chat.

Requirements

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

Responsibilities

• 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 Kit you out with laptop, monitor, and headset, and a UPS to ease the effects of load-shedding!
• We provide 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!