Minimum Requirement
• Matric
• Degree/Diploma in Information technology or Telecommunications
• At least 1 IT certification (Cisco/Blackberry/MCSE/ITIL/A+ N+)
• Experience in IT support or Telecoms support (Networks, Business support or customer service)
• Experienced in outbound call handling activities

1. Overview of the Role
• Making outbound calls and receiving calls to assist Customers;
• Provided core 2nd level technical support;
• Resolve all Technical escalations for all mobile customers for all voice, data and messaging products;
• Ensure Optimal Service availability;
• Provide support and assistance to business units within Telkom Mobile;
• Assist with booking of device repair queries;
• Update incident and problem Management Systems e.g.(CRM/Unibase/Clarify);
• Ensure an end to end process is followed in terms of query resolution;
• Innovating and proactively testing new Technologies with relevant stakeholders to generate insights on what works thus contributing to test & learn culture;
• Provide core 2nd level technical support to all Channel Partners;
• Attending to issues logged through the mailbox, Social Media, IVR & CRM Queues.
2. Competency Framework
• Excellent spoken command of English language
• Ability to work independently