Business Support Specialist: Connectivity & Network Troubleshooter

Herotel Telecoms (Pty) Ltd; Pretoria; Sur place; ZAR 180 000 - 300 000; Plein temps

Avantages offerts par ce poste

Group Risk Benefits

Medical Benefits

Health and Lifestyle Programmes

Résumé du poste

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

Responsabilités

• 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

Connaissances

ISP experience / WISP environment

MikroTik familiarity

Networking fundamentals

Voice & PABX basics

Customer service mindset

Problem solving

Written & verbal communication

Formation

Grade 12 / Matric

Outils

PortaOne platform

Description du poste

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.