Support Service Centre Administrator - Cape Town - Metacom (Pty) Ltd

    Metacom (Pty) Ltd
    Metacom (Pty) Ltd Cape Town

    2 days ago

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    Description

    Key Technical Responsibilities

    We require skilled professionals to provide technical assistance and support to clients concerning network-related issues.

    You will be responsible for monitoring, troubleshooting, diagnosing, and resolving network problems to ensure our clients' systems operate efficiently. The majority of your workload consists of preparing and submitting quotes within Service Level Agreements (SLAs), with the aim of swift resolution.

    Detailed Responsibilities

    • Provide first-line technical support to clients via phone, email, or other communication channels regarding network-related issues.
    • Troubleshoot and diagnose network problems, including connectivity issues, configuration errors, and performance concerns.
    • Elevate complex issues to higher-level support teams or internal stakeholders for further investigation and resolution.
    • Record all support interactions, including issue details and resolutions, in our ticketing system.
    • Collaborate with other support agents and teams to ensure timely and effective problem resolution.
    • Assist in developing and maintaining technical documentation and knowledge base articles.
    • Prioritize quote requests, obtain client approvals, and ensure next steps are followed according to Incident Management processes until resolution is achieved.
    • Support account teams in addressing client queries related to Subscription Services.
    • Conduct weekly surveys to gather client feedback on our services.

    Required Experience & Qualifications

    • Senior Certificate or equivalent qualification.
    • Proficiency in Microsoft Excel.
    • A technical certification or degree (e.g., A+, N+, CCNA).
    • At least one year's experience in an Internet Service Provider support center environment.
    • Excellent computer literacy with the ability to quickly learn new software applications.
    • Fundamental understanding of internet technology and networking principles.
    • Knowledge of basic network protocols and router installation, configuration, and support.
    • Must have a reliable means of transportation due to shift work requirements.

    Essential Skills & Knowledge

    • Technical expertise.
    • Office software proficiency.
    • Social responsibility within our organization.

    Personal Attributes

    • Positive and friendly attitude at all times.
    • Ability to deliver exceptional customer service by meeting optimal standards.
    • Effective written and verbal communication skills.
    • Flexibility to work varying shifts.
    • Strong analytical and problem-solving abilities.
    • Attention to detail, deadline-driven, and passionate about delivering customer service excellence.
    • Ability to take initiative and demonstrate integrity.
    • Capacity to function well under pressure while maintaining a positive attitude.
    • Ability to work effectively both individually and as part of a team.
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