Business Support Specialist

The Talent Room (Recruitment Solutions South Africa); Pretoria; On-site; ZAR 240,000 - 360,000; Full time

Job summary

The Talent Room (Recruitment Solutions South Africa) is seeking a Business Support Specialist to support branch operations in Cape Town and Pretoria. You will troubleshoot complex networking issues, configure advanced customer setups, and serve as an escalation point for frontline teams.

You will document fixes, stay updated on industry trends, and contribute to process improvements. Strong communication with VIP clients and adherence to SLAs are essential.

Qualifications

• Grade 12 is required.
• N+ and A+ certifications are advantageous.
• Experience in ISP, telecommunications, or enterprise networking environments preferred.

Responsibilities

• Provide advanced troubleshooting and resolution for complex technical issues.
• Support advanced customer setups, including networking and routing configurations.
• Strive for first-time resolution of support tickets to improve customer experience.
• Act as an escalation point for frontline support teams, offering guidance and expertise.
• Collaborate with internal teams to identify, elevate, and resolve systemic issues.
• Document troubleshooting steps, solutions, and best practices for internal knowledge sharing.
• Stay current with industry trends, technologies, and best practices in networking and routing.
• Contribute to process improvements that enhance support efficiency and service delivery.
• Remote support via Any Desk to customers.
• Ticket Management and Escalation.
• Customer Interaction and Communication.
• Call Handling and Triage.
• Timely Client Feedback.
• Communicate with VIP clients via WhatsApp for updates and proactive support.
• Identify recurring issues and log them for problem management or system improvement.
• Collaborate on complex fault investigations with CNOC or Core Engineering teams.

Skills

Networking

Troubleshooting

Communication

Customer support

Remote support

Documentation

Problem management

VIP client comms

Education

Grade 12

N+ certification

A+ certification

Tools

PortaOne platform

Q-Contact ticketing

Diagnostic portals

Remote access tools

Job description

Our client is looking to appoint a Business Support Specialist for both their branches in Cape Town and Pretoria.

Key Performance Areas would include, but are not limited to:

• Provide advanced troubleshooting and resolution for complex technical issues.
• Support advanced customer setups, including networking and routing configurations.
• Strive for first-time resolution of support tickets to improve customer experience and reduce repeat escalations.
• Act as an escalation point for frontline support teams, offering guidance and expertise.
• Collaborate with internal teams to identify, elevate, and resolve systemic issues.
• Document troubleshooting steps, solutions, and best practices for internal knowledge sharing.
• Stay current with industry trends, technologies, and best practices in networking and routing.
• Contribute to process improvements that enhance support efficiency and service delivery.
• Fault Diagnosis and Troubleshooting.
• Remote support via Any Desk to customers.
• Ticket Management and Escalation.
• Customer Interaction and Communication.
• Call Handling and Triage.
• Timely Client Feedback.
• Communicate directly with VIP clients via WhatsApp, providing timely updates, personalized support, and proactive notifications for known issues.
• Identify recurring issues and log them for problem management or system improvement.
• Collaborate with CNOC or Core Engineering teams on complex fault investigations.
• Follow escalation matrix and maintain documentation of escalated cases for audit purposes.
• Stay up to date with product changes, network upgrades, and new troubleshooting methods.
• Ensure all actions and communications comply with company policies, SLAs, and privacy regulations (e.g., POPIA or GDPR if relevant).
• Maintain proficiency in the use of support tools including ticketing platforms, diagnostic portals, and remote access tools.
• Resolve customer queries within SLA.
• Maintain customer satisfaction score of 90% or higher.
• Maintain Call/Email answer rate of 95% or higher.
• Record all support interactions and solutions in the ticketing system (Q-Contact) in a timely and accurate manner.
• Contribute to knowledge base articles by documenting common fixes and troubleshooting steps.
• Achieve 100% ticket resolution within 24 hours to meet customer service targets.
• Contribute to the achievement of team KPIs by delivering timely, high-quality support.

The successful candidate must have the following experience/skills:

• Experience in ISP, telecommunications, or enterprise networking environments.
• Voice and PABX experience, including Advanced configuration, troubleshooting, and support of telephony systems.
• Working knowledge of PortaOne platform (advantageous).
• Strong knowledge of TCP/IP, routing protocols, VPNs, and network security principles.
• Proven ability to troubleshoot and resolve complex networking issues.
• Experience working in customer support or technical escalation roles.
• Excellent communication skills with the ability to explain technical concepts clearly.
• Ability to work independently and collaboratively in a fast-paced environment.
• At least 3 Years experience working in a networking environment.
• Experience with other vendor technologies (e.g., Huawei, Ubiquiti, Fortinet).
• Strong understanding of fibre networks and wireless RF technologies.

Qualification requirements:

• Grade 12 is required.
• N+and A+ certifications are advantageous and will be considered a strong asset.

Please note only candidates that meet the minimum requirements will be considered.