Support Service Centre Administrator - Pinelands, South Africa - Metacom (Pty) Ltd

Metacom (Pty) Ltd

Verified Company

Pinelands, South Africa

3 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Duties would include, but not limited to:

Troubleshoot and diagnose network problems, including connectivity issues, configuration errors, and performance concerns, but not limited to this.
Escalate complex issues to Level 2 support or appropriate internal teams for further investigation and resolution.
Create and action all support interactions, including details of the issue and the resolution, in the ticketing system.
Collaborate with other support agents and teams to ensure timely and effective problem resolution.
Assist in the development and maintenance of support documentation and knowledge base articles.
Prioritize quote request, approval with client and ensure next steps are followed as per Incident Management process until resolved
Provide assistance to accounts, to reconcile account queries that relates to SSC
Survey completed weekly on clients feedback of services

Minimum requirements:

Senior Certificate or equivalent.
Proficient in excel
A technical related certificate/qualification (i.e., A+, N+, etc.).
CCNA is advantageous.
A minimum 1 years' experience in an Internet Service Provider support center environment.
Excellent computer literacy with the ability to learn new programs quickly.
An understanding of Internet technology and networking fundamentals.
An understanding of network implementations, operations, security, and troubleshooting.
Knowledge of basic network protocols and installation, configuration, and support of routers.
Must have own transport as the position involves shift work.

Key Knowledge

Personal Attributes:

Must have a vibrant and friendly personality at all times.
Must have the ability to create the ultimate customer experience by delivering optimal customer service.
Able to communicate fluently and effectively (written and verbal).
Must be flexible and able to work shifts.
Excellent analytical and problemsolving ability.
Pay attention to detail, be deadline driven and passionate about customer service excellence.
Must be able to use initiative and have a strong sense of integrity.
Must be able to function well under pressure and maintain a positive attitude.
Have the ability to work within a team, but also independently.

Job Types:
Full-time, Permanent

Application Deadline: 2024/04/18