• This person will be under general supervision, in an in-bound, shifted, call centre environment.

• The Customer Support Agent will provide technical and network problem resolution to users (either customers or company field agents) by performing a question diagnosis while guiding users through step-by-step solutions.

• Such problem resolution will be delivered in conjunction with verbal inbound calls, WhatsApp system connection, Email, Live chats , Facebook messenger and company specific systems.

• Solutions include, but are not limited to, resolving username and password problems, verifying proper hardware and software set up, power cycling equipment, live chats, Facebook Messenger, verifying billing information, and troubleshooting connectivity issues.

• Support to users will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Responsibilities:

• Analysing, interpreting, categorising and actioning the data from the various portals (web, emails, WhatsApp platforms).

• Assist with client “sign ups” through the portal

• Interact, verbally and in writing, with customers to provide and process information in response to inquiries, concerns, and requests about products and services;

• Gather customer information and determine the problem solution by evaluating and analysing the symptoms.

• Fault logging using electronic systems for both internal and external systems.

• Ensure that all client calls, queries, and requests are handled within Company timelines.

• Ensure that all client responses are handled within the parameters of the Company requirements with courtesy, professionalism, politeness and helpfulness.

• Perform all reasonable instructions and tasks assigned by Team leader/Supervisor or Manager.

• Be based in the in-bound call centre, this position is a “seated” post in a “hot seating” environment.

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• Must present a matric certificate or similar.

• Must be a SA Citizen or Resident or a person who possesses a legal and active work permit. (Please note the company will not take responsibility for any work permit requirements)

• Preferred any electronic or computer literacy or use certificate.

• Must have a dependable phone.

• Must have good written and verbal communication skills.

• A valid vehicle license and own vehicle will be an advantage.

• Minimum 6 months proven experience as a call centre history or similar environment.

• Experience dealing with a high turnover demand of delivery in a call centre or similar environment.

• Customer focused.

• Clear and concise ability to communicate verbally and in writing.