Junior ISP Faults Scheduler / Coordinator

Ambit Connect; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A well-established ISP company in Cape Town is looking for a Junior Faults Scheduler / Coordinator. The ideal candidate will coordinate callouts, manage customer interactions, and monitor ticket resolutions. Strong communication skills, analytical abilities, and experience in the ISP/FNO industry are essential. The position offers a salary of R10,000 to R12,000 per month.

Qualifications

• Must have industry experience in ISP / FNO.
• Knowledge of Cape Town-based areas is required.
• Take initiative to resolve and take ownership of any query.

Responsibilities

• Coordinate callouts between field staff and customers.
• Assign jobs to field staff via Solid.
• Liaise with customers using Freshdesk, emails, and calls.
• Monitor and ensure tickets are resolved within SLA.
• Assist with general office maintenance as required.

Skills

Strong communication skills

Analytical skills

Problem-solving abilities

PC literacy

Ability to work under pressure

Education

Matric and relevant tertiary qualifications

Tools

MS Word

Excel

Outlook Express

Job description

Junior ISP Faults Scheduler / Coordinator – Cape Town.

A well established Cape Town based ISP / FNO company is seeking a Junior Faults Scheduler / Coordinator (Escalations).

The position requires strong knowledge of Cape Town Western Cape region, therefore preference will be given to candidates that are already living/ born in Western Cape area.

Ideal candidate must have worked in the ISP, FNO, Telecommunications industry in a similar / same position. Start date: Immediate

The position is office based during the week. The person will be responsible for coordinating callouts between IT Field Technicians and customers to ensure appointments are attended to in an efficient manner.

The person will need to be PC literate and have strong communication skills, ensuring there are records of all appointments and that workflows are being completed according to established procedures.

Salary: R10 000 – R12 000 per month.

Duties and Responsibilities:

• Coordinate callouts between field staff and customers
• Assignment of jobs to field staff via Solid and updating of all internal systems once appointments are confirmed
• Liaise with customers using Freshdesk, emails and calls
• Escalate tickets out of SLA
• Monitor and maintain that tickets are actioned within SLA
• Follow up on resolutions of jobs and keep customers as well as internal team updated on any delays
• Ensure that All FTTB, FTTE and reseller jobs are treated with urgency and excellent customer service
• Assist timeously, with any day-to-day tasks when requested by management.
• Be willing to assist with any new tasks as and when required by the company.
• Follow up on rescheduled jobs with the end user customer to confirm a suitable time and date Assisting in general office maintenance as required by management
• From time to time be prepared to undertake any reasonable requests as requested by Management

Minimum requirements in order to be considered for the role:

• Must have Matric and relevant tertiary qualifications
• Industry experience in ISP / FNO
• Knowledge of Cape town-based areas
• Take initiative to resolve and take ownership of any query or issue.
• Good communication and written skills
• Analytical skills, Problem – solving abilities & ability to work under pressure
• Extensive experience with office software, including MS Word, Excel, and Outlook Express