Customer Support Agent

TT Connect; Boksburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A telecommunications company is seeking a Customer Support Agent in Boksburg. This role involves ensuring high customer satisfaction by addressing inquiries related to products and services, processing orders, and providing technical support. Ideal candidates will have a minimum of 12 months in call center experience, strong communication skills, and in-depth knowledge of fiber networks. Candidates should hold a Grade 12 certificate, CompTIA N+, and possess a valid driver's license. This position may require weekend and holiday shifts.

Qualifications

• 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.
• A minimum of 12 months of experience in fiber network support or technical support.
• In-depth knowledge of fiber converters and broadband routers.

Responsibilities

• Efficiently resolve customer complaints and inquiries through various channels.
• Accurately document customer interactions and troubleshoot connectivity issues.
• Maintain precise stock documentation and oversee inventory management.
• Exhibit excellent analytical skills to enhance customer satisfaction.

Skills

Strong communication skills

Problem-solving skills

Time management skills

Multitasking ability

Education

Grade 12 or National Senior Certificate

CompTIA N+

Tools

Ticket logging systems

Job description

Purpose of 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 inquiries related to the company’s products, services, and technical support.

The Customer Support Agent serves as a crucial liaison 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.

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 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

Shift Schedule

• 08:00 - 20:00
• 09:00 - 21:00
• 21:00 - 09:00
• 20:00 - 08:00

Including working over weekends and public holidays, depending on the shift roster.