Business Support Agent

Herotel Telecoms (Pty) Ltd; Pretoria; On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Group Risk Benefits

Medical Benefits

Health and Lifestyle Programmes

Job summary

Herotel Telecoms (Pty) Ltd is seeking a Business Support Agent in Tshwane or Plattekloof to diagnose and resolve faults across wireless, fibre and voice services for business customers. You’ll aim for first time resolution and maintain SLA commitments.

You will handle calls, emails, chats and remote sessions, escalate when needed, and contribute to knowledge base updates while keeping client satisfaction high and ensuring privacy policies are followed.

Qualifications

• ,
• Experience in an ISP or WISP environment, with strong understanding of internet service operations and customer support processes.
• Hands on experience with MikroTik routers and networking tools, including basic configuration and diagnostics
• Solid understanding of TCP/IP, DNS, DHCP, and basic router/switch configuration
• Voice and PABX experience, including basic configuration and support of telephony systems
• N+ and A+ certifications are a strong asset
• PC hardware setup and configuration knowledge
• Strong problem solving and fault resolution skills
• Excellent verbal and written communication with a professional approach
• Effective time management and prioritization in fast-paced environments

Responsibilities

• Provide first and second line support to customers on wireless, fibre and voice services
• Diagnose and troubleshoot customer-side faults, from basic checks to advanced fault finding
• Strive for first call resolution and reduce repeat support queries
• Support customers remotely using AnyDesk and other remote access tools
• Handle calls, emails, callbacks and WhatsApp messages, triaging each query promptly
• Resolve customer queries within SLA and achieve ticket resolution within 24 hours
• Record all interactions and solutions accurately and on time in our ticketing system (Q-Contact)
• Escalate complex issues to the Customer Support Specialist or Engineering teams, following the escalation matrix
• Monitor known issue alerts and proactively notify affected clients
• Identify recurring issues and log them for problem management or system improvement
• Contribute to knowledge base articles by documenting common fixes and troubleshooting steps
• Maintain a customer satisfaction score of 90% or higher and call/email answer rate of 95%+
• Stay up to date with product changes, network upgrades and new troubleshooting methods
• Work in line with company policies, SLAs and privacy regulations such as POPIA

Skills

ISP experience / WISP environment

MikroTik familiarity

Networking fundamentals

Voice & PABX basics

Customer service mindset

Problem solving

Written & verbal communication

Education

Grade 12 / Matric

Tools

PortaOne platform

Job description

Are you a technically minded support professional with a passion for solving problems and keeping customers connected? Join our Herotel Business team as a Business Support Agent in Tshwane or Plattekloof, where you’ll diagnose and resolve faults across wireless, fibre and voice services and deliver first time resolution for our business customers.

This role is perfect for a calm, customer focused problem solver who enjoys getting to the root cause of an issue, communicates with confidence and takes pride in leaving every client better off than when they called.

What you’ll do:

• Provide first and second line support to customers on wireless, fibre and voice services
• Diagnose and troubleshoot customer side faults, from basic checks to advanced fault finding
• Strive for first call resolution and reduce repeat support queries
• Support customers remotely using AnyDesk and other remote access tools
• Handle calls, emails, callbacks and WhatsApp messages, triaging each query promptly
• Resolve customer queries within SLA and achieve ticket resolution within 24 hours
• Record all interactions and solutions accurately and on time in our ticketing system (Q-Contact)
• Escalate complex issues to the Customer Support Specialist or Engineering teams, following the escalation matrix and documenting escalated cases for audit purposes
• Monitor known issue alerts and proactively notify affected clients
• Identify recurring issues and log them for problem management or system improvement
• Contribute to knowledge base articles by documenting common fixes and troubleshooting steps
• Maintain a customer satisfaction score of 90% or higher and a call and email answer rate of 95% or higher
• Stay up to date with product changes, network upgrades and new troubleshooting methods
• Work in line with company policies, SLAs and privacy regulations such as POPIA

What you’ll need:

• Grade 12 (Matric)
• Experience in an ISP or WISP environment, with a strong understanding of internet service operations and customer support processes
• Hands on experience with MikroTik routers and networking tools, including basic configuration and diagnostics
• A solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP and basic configuration of routers and switches
• Voice and PABX experience, including basic configuration, troubleshooting and support of telephony systems
• N+ and A+ certifications will be considered a strong asset
• Working knowledge of the PortaOne platform will be advantageous
• A basic understanding of PC hardware setup and configuration will be advantageous
• Strong problem solving and fault resolution skills, with the ability to identify root causes and implement effective solutions
• Excellent verbal and written communication skills, with a professional approach to client interaction
• Effective time management skills, with the ability to prioritise tasks and meet deadlines in a fast paced environment

What we offer:

• Exposure to a dynamic workplace
• A chance to grow your skills through our internal academy
• A friendly, team-driven environment
• Group Risk Benefits
• Medical BenefitsHealth and Lifestyle Programmes

Important Disclaimer:

• Please ensure that the information you provide in your application is true, accurate, and correct.
• Preference will be given to candidates from Designated Groups, as defined by the Employment Equity Act and in line with Herotel’s Employment Equity Plan.
• By submitting an application, you consent to the processing of your personal information in accordance with POPIA for recruitment purposes. For more details on how we handle personal information, please refer to our Privacy Policy on our website.
• If you do not hear from us within 14 days, please consider your application unsuccessful.