Technical Support Agent – Vuma Reach Fibre

Role Overview

• 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

Requirements

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

Benefits

***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!