1. Overview of the Role

• The Support Correspondence and Social Media Agent will be responsible for delivering exceptional client service experiences to all clients;
• Queries and interactions are mainly via written correspondence or social media tools, but also include telephonic support;
• The person in this position is also responsible for the effective management of escalations and complaints from clients;
• Support Agents deal mainly with inbound technical support and trouble-shooting queries;
• It is the responsibility of the agent to ensure that all issues are thoroughly investigated, and that the client is always kept in the loop with constant feedback;
• The Agent is also responsible for maintaining blog-posts with relevant content on certain Social media sites.
• Post relevant information to customer queries via various social media platforms
• Maintain absolute privacy in customer queries being responded to via social sites

Outputs:
• Acceptable performance with regard to Key Performance Areas (KPAs);
• Ensure queries are dealt with within SLA;
• Adhering to all AD-HOC work given by manager;
• Available for overtime where workloads require
• Logging of faults essential;
• First time resolution and ownership of any query received;
2. Competency Framework
• Excellent spoken and written command of English language
• Ability to work independently

Minimum Requirements
• Matric
• Degree/Diploma in Information technology or Telecommunications;
• At least 1 IT certification (Cisco/Blackberry/MCSE);
• Experience in IT support or Telecoms support (Networks, Business support or customer service);
• Knowledge/Experience in handling posts on Social Media Platforms.
• Advantageous- qualification in social media studies
• Exposure to Mobile and fixed telecoms preferable