Customer Support Agent

Job Intro Customer Support Agent - Boksburg, GP Gauteng

Job Description: Customer Support Agent (CSA) Purpose of the Role    The primary objective of the Customer Support Agent is to uphold exceptional service standards while ensuring high levels of customer satisfaction. This role requires a professional who is helpful, knowledgeable, and articulate when assisting customers with with inquiries related to the company's products, services, and technical support.  Job Specification The Customer Support Agent serves as a crucial liason between the business and its customers, addressing concerns efficiently and resolving issues such as complaints, order processing, cancellations, technical support requests, and other related queries. The agent plays a vital role in maintaining positive customer relationships and enhancing the overall customer experience.  Offer Areas of Responsibility

• Helpdesk Support
• Network Operations Center (NOC)

Accountabilities and Performance Measures

• Efficiently resolve customer complaints and inquiries through phone, email, and social media channels.
• Accurately document customer interactions, troubleshoot connectivity issues, and ensure compliance with SLAs.
• Demonstrate a strong understanding of TT Connect’s network design and operational functionality.
• Maintain precise stock documentation and oversee inventory management.
• Exhibit excellent communication, problem-solving, and analytical skills to enhance customer satisfaction.
• Effectively multitask and coordinate various tasks to ensure smooth workflow and operational efficiency.

Qualifications / Requirements

• Grade 12 or National Senior Certificate.
• At least 12 months of experience in an inbound/outbound call center environment.
• Strong communication and presentation skills.
• Proficiency in using ticket logging systems for issue tracking and resolution.
• Ability to multitask, prioritize, and coordinate tasks effectively.
• Strong time management skills.
• A minimum of 12 months of experience in fiber network support or technical support.
• In-depth knowledge of fiber converters and broadband routers is essential.
•  A valid South African driver’s license (held for a minimum of 3 years).
• CompTIA N+,
• Certifications such as CompTIA A+ or Cisco CCNA would be advantageous but are not essential.
• Own vehicle
• Valid driver’s license

Shifts   

• 08:00 - 20:00
• 20:00 - 8:00
• 8:00 – 17:00
• Including working over weekends and public holidays, depending on the shift roster

Reporting This position reports into the Customer Support Manager who will report on metrics and KPI’s assigned. The key performance indicators that will be used to judge the successful execution of this role.

Monthly Salary: Market related