Customer Support Agent - Alberton, South Africa - Innovative Networks

Innovative Networks

Verified Company

Alberton, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

We are an Internet Service Provider based in the South of Johannesburg preferably looking for a male helpdesk technician who will be responsible to follow through the tasks below:
Provide technical support for Fibre, Wi-Fi, LTE, and VOIP systems to Business Services customers (resellers and end-users).
Interact with consumers to offer and process information in response to product and service enquiries, issues, and requests.
Gather information from the client in order to examine and analyze the symptoms in order to find the problem. Diagnose and resolve internet connectivity issues.

Process and record all necessary information - faults and client information - accurately, both on the company client site and in the escalation system.

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Key Responsibilities_

Provide technical support
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
Gather client information to determine the issue by evaluating and analyzing the symptoms. Diagnose and resolve issues involving internet connectivity.
Research alternate methods of resolution if standard procedures have not prevailed.
Accurately process and record all relevant information fault and client information.
Provide feedback to the client at this point and until the matter is resolved.
Once the issue is resolved, contact the client to ascertain whether they are:
Satisfied that the matter was resolved
If the manner in which this was done meets their approval.
Router reconfigurations
Fault notification to clients when network issues are identified to reduce inbound inquiries.
Assist with upgrade and maintenance of High Sites
Perform workrelated and adhoc duties from time to time
Able to work night shift hours