Webafrica is hiring a
Tier 1 Technical Support Agent

Summary

Join Mweb as a spunky and left-of-center individual who is clued up on connectivity, the internet, and able to provide phenomenal customer service. The ideal candidate will troubleshoot and resolve issues with services such as Fibre and VoIP, and have excellent written/verbal communication skills.

Requirements

• Excellent written/verbal communication skills
• The ability to work timeously to deliver fast, efficient, and professional support
• Customer- centricity
• Assertiveness
• Conflict Resolution
• Attention to detail
• Tact and ability to negotiate
• Listening and questioning skills
• Basic business retention skills
• Troubleshooting skills
• Team orientation skills
• Objection handling
• Adaptability
• Numerical skills
• Excellent organisational skills
• Strong organizational skills with an ability to handle multiple tasks at a time
• Technical Literacy
• Analytical and Problem-Solving abilities
• CompTia A+ Certification - advantageous
• Matric/ Grade 12 certificate
• Computer Literate (Ms Excel/Ms Word and Ms Outlook)
• 1+ Year customer services experience within an ISP Call Centre
• 1+ Year customer service experience with billing, and technical and desktop customer support in a Contact Center Environment (Calls and LiveChat)
• Exposure to a Customer Service Scoring System (e.g. Net Promoter Score)
• Strong understanding of ISP Networks
• Administration Skills

Responsibilities

• Identify and understand customer needs
• Provide efficient and effective support to Mweb Customers around billing and technical queries via Telephone and Live Chat
• Resolved customers’ queries, and complaints and manage objections effectively to increase customer satisfaction
• Provide support to Mweb Customers using remote desktop services in a timely manner
• Deliver exceptional service to customers in all interactions
• Responsible for customer interactions that result in resolved technical, billing and account queries
• Advise customers on account balances
• Provide solutions to technical and account management queries
• Diligently execute escalations beyond 1st line support
• Record accurate summaries of customer interactions in the company business system
• Updating customer records on the Business Systems
• Account activations/cancellations/payment arrangements/reconciliations
• Credit and debit note management
• Meeting Daily Live Chat and Call Targets
• Troubleshoot internet connectivity problems on all Devices (Desktops, Laptops, Mobile Devices etc.)
• Router Configuration

Preferred Qualifications

• Call Centre
• Technical Support and Troubleshooting
• Strong Written and Verbal Communication
• Attention to detail
• MS Office (Word
• MS Office (Excel)
• MS Outlook
• Conflict Resolution
• Multitasking
• Time Management
• Technical Literacy
• Analytical
• Problem Solving
• Customer Service