Support Technician

Octotel; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading telecommunications service provider in Cape Town is seeking a dynamic individual for a contract role focused on customer support and technical assistance. The ideal candidate has at least 2 years' experience in fibre provisioning and possesses strong administrative and engagement skills. Responsibilities include managing customer inquiries, processing orders, and handling internal communication in a fast-paced environment.

Qualifications

• Minimum of 2 years' experience in fibre provisioning or technical support.
• Experience supporting customers via social media platforms.
• Ability to handle multiple projects simultaneously.

Responsibilities

• Assist customers via social media and phone.
• Process fibre reconnect and migration orders.
• Manage internal communication and databases.

Skills

Customer service via social media

Technical troubleshooting

Strong administrative skills

Stakeholder engagement

Project coordination

MS Excel proficiency

Education

Tertiary qualification in IT or Telecommunications

High School diploma (matric)

Tools

CRM platform

Job description

Company Overview

Octotel is an established and rapidly expanding Open Access Service Provider, specializing in Open Access & GPON connectivity. We are Cape Town's largest Open Access Network focused on both Fibre To The Home (FTTH) and Business (FTTB). Our fibre network has passed over homes and businesses in Cape Town.

Job Duties

• Assisting customers via social media platforms and over the phone if required
• Basic network fundamentals (basic troubleshooting)
• Processing of all fibre reconnect / migration orders
• Scheduling of all support tickets
• Engaging with and providing continuous feedback to ISP's regarding reconnect / migration orders
• Project reporting
• Providing daily administrative support tasks such as data capturing and proofreading of documents
• Managing internal communication
• Day‑to‑day management of internal databases
• Responding via phone, email or live chat to any social media queries
• Taking ownership of customer issues and following standard support desk procedures
• Project monitoring, support and being the liaison between Octotel and the client
• Schedule appointments, update and maintain appointment calendars
• And any other reasonable task

Requirements

• Tertiary level qualification in IT or Telecommunications is preferred
• At least 2 years' experience in a fibre provisioning and/or technical support environment
• Proven experience supporting customers via social media platforms
• Strong administrative skills
• Excellent stakeholder engagement and stakeholder management abilities
• Customer centric
• Ability to coordinate various projects simultaneously
• Comfortable working on a CRM platform
• Strong MS Excel ability
• Education: High School (matric) (Preferred)
• Experience: Internet Troubleshooting: 2 years (Preferred)
• Providing Support via Social Media platforms: 1 year (Preferred)

Application Questions

• What is your notice period?
• What is your gross income before deductions?
• What is your salary expectation before deductions?

Work Location

In person

Additional Details

Job Type: Contract (6 months)

Contact

If you haven't heard from us within 2 weeks after your application, please consider your application unsuccessful.