Helpdesk Agent - Tier 1

Citi-Tech South Africa; Hartenbos; On-site; ZAR 50,000 - 200,000; Full time

Job summary

An internet service provider in Western Cape is seeking a Helpdesk Agent to provide support via phone, WhatsApp, and email. You will address internet connectivity issues and assist with routers and network queries. Ideal candidates have strong customer service skills, analytical mindset, and experience in a call center. This role offers a supportive environment and opportunities for growth.

Qualifications

• 1-year experience with Wireless/Routers is advantageous.
• 1-year experience in a Call Centre is advantageous.
• Basic understanding of PC hardware setup and configuration is advantageous.

Responsibilities

• Provide first-line support to customers through various channels.
• Strive for first-call resolution wherever possible.
• Offer basic to intermediate troubleshooting for customer-side faults.

Skills

Analytical skills

Customer service skills

Problem-solving skills

Time management skills

Strong communication skills

Education

Grade 12 / Senior Certificate

N+ & A+ certification

Job description

Role Purpose

The role of the Helpdesk Agent is to provide support to clients through various channels such as telephone, WhatsApp, and email, addressing internet connectivity issues (both customer-side and WAN-side), as well as providing assistance with e-mails, routers, and network-related queries on Mikrotik, Cambium, and Ubiquiti hardware.

Key Responsibilities

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

• Provide first-line support to customers, including handling initial calls from users.
  
• Strive for first-call resolution whenever possible.
  
• Determine if faults are on the customer-side or WAN-side.
  
• Offer basic to intermediate troubleshooting for customer-side faults.
  
• Assist with password changes, usage reports, and general product information.
  
• Provide remote support to customers using AnyDesk.
  
• Escalate tickets to Tier 2 Helpdesk Agents when Tier 1 Agents cannot resolve them.
  
• Log tickets for all client queries and escalate as necessary, closing tickets when resolved.
  
• Address basic customer queries, including general inquiries, non-technical questions, password recovery, website navigation assistance, basic troubleshooting, and procedural "how-to" questions.
  
• Provide clients with general information regarding their Wireless/Fibre service.
  
• Screen incoming calls, redirect calls, and take messages accurately.
  
• Check Microsoft Teams and WhatsApp for any callback requests.
  
• Ensure timely feedback is provided to clients.
  
• Assist walk-in clients when applicable.
  
• Report data captured per request from the Manager on a weekly/daily basis.
  
• Report repeat issue cases to the Manager.
  
  
  

Requirements


Required Skills and Experience

• Analytical skills.
  
• Ability to work independently.
  
• Strong customer service skills.
  
• Ability to work quickly and effectively under pressure.
  
• Problem-solving skills.
  
• Time management skills.
  
• Technical aptitude.
  
• Good communication skills (both written and verbal).
  
• Previous experience at an ISP is advantageous.
  
• Basic understanding of PC hardware setup and configuration is advantageous.
  
• 1-year experience with Wireless/Routers is advantageous.
  
• 1-year experience in a Call Centre is advantageous.
  
• Knowledge and understanding of TCP/IP, DNS, DHCP, routers, and switches is essential.
  

Educational Requirements

• Grade 12 / Senior Certificate.
  
• N+ & A+ certification (Advantageous).