Helpdesk Support Agent

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General Details
Advertised By:Private
Job Type:Full-Time
Description
Applicants are invited to apply for the above-mentioned position to be based in Port Elizabeth. This person will report to the Helpdesk Manager.

Purpose of the role:
The Tier 1 Helpdesk Support Agent assists clients via telephone and email, with internet service issues and provide support for network related queries on Mikrotik and Ubiquiti equipment setups.

Key performance areas would include, but are not limited to:
  • Offer first line support to clients
  • Take the initial call from users
  • Log tickets for all client queries and escalate as necessary
  • Address basic customer queries (general queries, non-technical questions, password recovery, website navigation assistance, basic troubleshooting, basic procedural how to questions)
  • Supplying clients with general information regarding their wireless service and responding on email
  • Accurately screen incoming calls, redirecting calls and taking messages
  • Document basic processes as well as required external escalation steps and contact info when assisting with escalations
  • Escalate technical queries to Tier 2 Engineers

The successful candidate must have the following qualifications, experience and skills:
  • Senior Certificate
  • Relevant IT Qualifications: A+, N+, MCSE or MCIPT
  • 2 years call centre experience
  • 2 years wireless and routing experience
  • Technical Aptitude
Applications to be sent to:
If interested and meets all requirements, please forward your CV to marole.muller@herotel.com

Applications to be submitted by no later than close of buiness on 30 June 2020.
  • All applications to provide a detailed CV, motivational letter, copies of qualifications and copy ID

Id Subtitle 753460228
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Marole MMember since 2016
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