A global communications services company is seeking 1st line and 2nd line technically-aware customer service agents who demonstrate excellent customer care skills such that customers that they liaise with are left ‘delighted’ with the experience. 

• 3-4 months of formal training is required
• Manage the customer service helpdesk
• Answer and pro-actively make calls to resolve customer issues
• Work in Ticket Ticketing tools and monitoring tools
• Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet service level agreements)
• Refers non-standard or highly technical queries / decisions upwards

• Matric
• A+
• N+
• CCNA , CCNP
• All Cisco qualifications
• Genesis experience would be advantageous
• Minimum 3-5-year relevant experience
• Good understanding of telecommunications 
• Needs to be available for operational roster 24x7x365 shift
• Good understanding of processes and be able to follow instruction
• Must be self-motivated and able to self-study