Technical Support Agent (Vuma Reach Fibre) (Fully Remote) 2026

webafrica; South Africa; Remote; ZAR 120,000 - 210,000; Full time

Benefits offered by this job

Fully Remote

Tech equipment provided

Free connectivity

Medical aid paid

Retirement plan

Bonuses quarterly

Awards program

Team events

Job summary

Webafrica is seeking a detail-oriented customer service specialist to join our remote support team. You will handle billing and technical queries for Webafrica Vuma Reach customers, troubleshoot connectivity issues, and manage customer accounts.

The role requires excellent written and verbal communication, the ability to work shifts (including weekends and public holidays), and a solid understanding of ISP networks. Fibre at home is a requirement.

Qualifications

• Grade 12 / Matric is required.
• Analytical thinking with strong troubleshooting ability.
• Strong understanding of ISP Networks.
• Willing to work shifts (including weekends & public holidays).

Responsibilities

• Provide efficient and effective support to Webafrica Vuma Reach Customers around billing and technical queries via WhatsApp Live Chat.
• Provide support to Webafrica Vuma Reach Customers.
• Troubleshoot internet connectivity problems on all devices (desktops, laptops, mobile devices).
• Escalation of faults beyond 1st Line Support.
• Router Configuration.
• Customer Account Management.
• Updating customer records.
• Account activations/cancellations.
• Account payment management.
• Advising customers on account balances.
• Account reconciliations.
• Credit and debit note management.
• Meeting Daily Live Chat and Call Targets.
• FIBRE CAPABILITY AT HOME IS A REQUIREMENT FOR THE ROLE.

Skills

Call Centre

Technical Support

Communication skills

Attention to detail

MS Word

MS Excel

MS Outlook

Conflict Resolution

Multitasking

Time Management

Technical Literacy

Analytical

Problem Solving

Customer Service

Education

Grade 12 / Matric

Tools

MS Word

MS Excel

MS Outlook

Job description

Attention to detail

How often have you called in and spoken to a support agent and thought, "Wow, they were helpful" and this person made your day? Do you have what it takes to BE one of these awesome individuals?

Now is your chance!

Webafrica is in search of a spunky, left-of-centre individual that is clued up on connectivity, the internet and is also able to provide phenomenal customer service. Note, there is obviously the aspect of billing customers when they make use of a service so you would need to know about this as well.

So, if getting customers connected to the World Wide Web is your thing and high levels of service is your passion, get in touch with us!

You will be expected to troubleshoot and resolve issues with services such as but not limited to: Fibre and VoIP

Requirements

Minimum Requirements

• Grade 12 / Matric
• Analytical thinking with strong troubleshooting ability
• Strong understanding of ISP Networks
• Willing to work shifts (including weekends & public holidays)

Ideal Requirements

• 1+ Year customer services experience within an ISP Call Centre
• 1+ Year of technical and desktop customer service experience
• Exposure to a Customer Service Scoring System (eg. Net Promoter Score

Desired Skills

• Call Centre
• Technical Support
• Strong Written and Verbal Communication skills
• Attention to detail
• MS Office (Word
• MS Office (Excel)
• MS Outlook
• Conflict Resolution
• Multitasking
• Time Management
• Technical Literacy
• Analytical
• Problem Solving
• Customer Service

What you will be doing

• Provide efficient and effective support to Webafrica Vuma Reach Customers around billing and technical queries via WhatsApp Live Chat
• Provide support to Webafrica Vuma Reach Customers
• Troubleshoot internet connectivity problems on all Devices (Desktops, Laptops, Mobile Devices etc.)
• Escalation of Faults beyond 1st Line Support
• Router Configuration
• Customer Account Management
• Updating customer records
• Account activations/cancellations
• Account payment management
• Advising customers on account balances
• Account reconciliations
• Credit and debit note management
• Meeting Daily Live Chat and Call Targets
• FIBRE CAPABILITY AT HOME IS A REQUIREMENT FOR THE ROLE*

Correspondence will only be conducted with shortlisted candidates only. If you haven't heard back from us, please regard your application unsuccessful - but don't lose hope, keep checking our website for more career opportunities in future.

Benefits

Our benefits are second to none - the icing on the Webafrica culture cake:

• We are a Fully Remote work environment
  • That's right! No need to go into the office! You can work from just about anywhere.We have partnered with a shared office/workspace called Workshop 17 and we cover the cost of your access to any of their branches around the country - if you'd like a change of scenery from time to time
• We Kit you out
  • We will provide you with all the necessary tech equipment needed for a remote office. Laptop, monitor, and headset.
  • We also provide you with Connectivity - FOR FREE!
• We look after your well-being and encourage a healthy lifestyle
  • We pay 100% of your medical aid (Discovery& Vitality) - so no deduction unless you want to add a beneficiary or increase your cover to more than what is provided
• We think of your future too
  • Retirement Annuity - up to 5% company contribution in your first year; 7.5% thereafter

THE CHERRY ON TOP!!!

Webafrica rewards stellar performance!

• Performance Bonuses of up to 20% of your cash salary are paid out quarterly, so long as company targets are met
• Annual individual awards for the Webafricans that outshine the rest!
• We always try to have some fun! Team buildings are a big deal as well as other cultural activities and company events!