Helpdesk Agent - Pretoria, South Africa - Herotel

Herotel
Herotel
Verified Company
Pretoria, South Africa

3 weeks ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description
Applications are invited for the
Helpdesk Agent - Tier 1 position to be based in
Tshwane.

PURPOSE OF THE ROLE:


Key Performance Areas would include, but are not limited to:

  • Offer first line support to customers, which includes taking initial call from users.
  • Always strive for first call resolution.
  • Determines if fault is customerside, or WANside.
  • Provides basic to intermediate troubleshooting on customerside faults.
  • Facilitates password changes, usage reports, and general product info.
  • Remote support via AnyDesk to customers.
  • Where Helpdesk T1 Agents cannot resolve a ticket, escalate tickets to T2 Helpdesk Agents.
  • Log tickets for all client queries and escalate as necessary (close tickets if resolved).
  • Addresses basic customer queries (general queries, nontechnical questions, password recovery, website navigation assistance, basic troubleshooting, basic procedural 'how to' questions).
  • Supplying clients with general information regarding their Wireless/Fibre service.
  • Accurately screen incoming calls, redirecting calls and taking messages.
  • Check Microsoft Teams / WhatsApp for any callback requests.
  • Ensure clients are always given feedback in a timely manner.
  • Assist walkin clients where applicable.
  • Reporting back weekly/daily on data captured per request from Manager.
  • Report to Manager on discovered repeat issue cases.
  • Analytical.
  • Ability to work independently.
  • Customer service skills.
  • Ability to work quickly and under pressure.
  • Problemsolving skills.
  • Time management skills.
  • Technical aptitude.
  • Good Communication skills (written and verbal).
  • Previous experience at an ISP will be advantageous.
  • Basic understanding of PC hardware setup and configuration will be advantageous.
  • 1year Wireless/Router experience will be advantageous.
  • 1year Call Centre experience will be advantageous.
  • Knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches will be compulsory.

Education Requirements:


  • Grade 12 / Senior Certificate.
  • N+ & A+ certification (Advantageous).

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PLEASE NOTE:
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  • Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.
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