HELPDESK AGENT / TIER 1 REQUIRED FOR AN INTERNET SERVICE PROVIDER BASED IN STELLENBOSCH

ROLE AND RESPONSIBILITIES:
• SUPPLYING CLIENTS WITH GENERAL INFORMATION REGARDING THEIR WIRELESS SERVICE & RESPONDING ON EMAIL
• HELPING CLIENTS WITH BASIC SUPPORT QUERIES AND DO BASIC TROUBLESHOOTING.
• LOG TICKETS FOR ALL CLIENT QUERIES AND ESCALATE AS NECESSARY.
• ACCURATELY SCREEN INCOMING CALLS, REDIRECTING CALLS AND TAKING MESSAGES
• SOLVE BASIC CONFIGURATION ISSUES
• DOCUMENT BASIC PROCESSES AS WELL AS REQUIRED EXTERNAL ESCALATION STEPS AND CONTACT INFO WHEN ASSISTING WITH ESCALATIONS
• CONTINUE STUDIES AND RESEARCH OUTSIDE OF OFFICE HOURS (KEEPING UP WITH WHAT IS TRENDING IN THE MARKET)
• ESCALATE ISSUES ACCORDINGLY TO TIER 2 ENGINEERS

PREFERRED SKILLS:
- INDUSTRY RELATED (INTERNET SERVICES)
- TECHNICAL APTITUDE
- PROVEN EXPERIENCE IN DEALING WITH CUSTOMERS / CALL CENTRE EXPERIENCE
- PROFICIENCY IN ENGLISH AND AFRIKAANS
- ACCURACY AND ATTENTION TO DETAIL
- FAST LEARNER AND BEING PRO ACTIVE
- SELF-MOTIVATED WITH A RESULTS-DRIVEN APPROACH
- GREAT SPEAKING VOICE

ADDITIONAL NOTES
- MINIMUM 2+ YEARS EXPERIENCE REQUIRED IN THE WIRELESS INDUSTRY