Helpdesk Agent - PTA (Feb/March)

The Technical Support Agents provide friendly and efficient first line support, as well as core advanced customer support through trouble shooting and timely first call resolution. Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network related queries pertaining to various hardware (a wireless router or access point) and occasionally VOIP (Voice over IP).

The Technical Support Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, Distant-Desktop, Route This and e-mail) using the clients ticketing and, Route This and e-mail). Calls that cannot be resolved are escalated appropriately.

The call center operates daily from Monday to Sunday, between 7:00 AM and 10:00 PM.

Below are the shift schedules:

Monday to Friday: (weekly shift rotation)

• Shift 1: 7:00 AM 4:00 PM
• Shift 2: 8:00 AM 4:30 PM
• Shift 3: 8:00 AM 4:30 PM
• Shift 4: 1:00 PM 10:00 PM

Weekend (rotational, every second weekend):

• Shift 1: 7:00 AM 3:00 PM
• Shift 2: 2:00 PM 10:00 PM

Your Key Responsibility Areas:
First Line Customer Support:

• Provide first-call resolution support to customers through various communication channels, including telephone, WhatsApp, web chat, email, Distant-Desktop, and Route
• Provide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.
• Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.
• Record support requests in the client's ticketing system
• Aim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customers
• Providing updates at least hourly or daily as necessary.
• Consistently monitor Microsoft Teams and WhatsApp for messages.

Troubleshooting, problem solving and monitoring:

• Collect information through analytical troubleshooting and problem research to identify the nature of faults, including determining whether the issue is on the customer side or related to WAN.
• Make use of troubleshooting tools such as tracert, ping, bandwidth test, and Route This.
• Monitoring of Network using Dude and Zabbix.
• Escalation of calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops).
• Identify trends with incoming calls,
  
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