Mns Support Agent - Johannesburg, South Africa - Motivity (PTY) Ltd

Motivity (PTY) Ltd

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Function:

Enterprise Specialist support Group products that are sold to Corporate, Business and

Government customers. This includes but not limited to APN/VSAT/CUG/LTE/3G/SHARED DATA& VOICE.

Handson experience in SOC, FTR, MIS, Change Control, Customer Experience and

customer handling with excellent English speaking and writing

Support Enterprise Mobile Corporate, Government Business customers

Responsibilities are but not limited to;

Provide Tier 1 support for VoIP Services
Provide Tier 1 support for Fibre Services, including dedicated and GPON
Provide Tier 1 support for Radio Services
Provide Tier 1 support for Microwave technologies, such as Pointtopoint, and Pointto
Multi-Point
Making outbound calls and receiving calls to assist Corporate, Business & Government

Customers

Provided core 1ST level technical support
Resolve all Technical escalations for all enterprise customers for all technology, voice,

data and messaging products

Ensure Optimal Service availability
Update incident and problem Management Systems (remedy/click)
Ensure an end to end process is followed in terms of query resolution
Innovating and proactively testing new Technologies with relevant stakeholders to

generate insights on what works thus contributing to test & learn culture

Provide core 2nd level Technical support to all Enterprise Channel Partners
Attending to issues logged through the mailbox, voice IVR & Crm Queues

- conduct customer network and service layer troubleshooting as well as the customer

network and service configuration i.e. from the Core to the Edge
- access layer
- document all interactions with enterprise customers and troubleshooting steps in the TT

system.

SLA COMPLIANCE (SLA TABLE WILL BE PROVIDED)

Comply to the ITIL framework
6 Hours MTTR (Metro fibres)
8 Hours MTTR (Longhaul fibres)
4 Hours MTTR (Carrier network equipment)
MTTR of 24 working hours (Mean time to resolve)
FCR (first call resolution) 90%
Abandonment Rate of 5%

AHT

Average Handling Time 600 seconds (10 minutes)
ASA 20 Seconds (Average speed of Answer) for calls
90% of closed cases in 24 working hours
80% of cases closed in less than >24 working hours
Less than 3 Escalations per month

2. COMPETENCE FRAMEWORK

Behavioural

Customer oriented and results focused mindset
Verbal communication and listening skills
Telephone etiquette skills
Ability to work under pressure
Ability to work flexible hours, as needed
Openness to change
High level Technical Support
Technical troubleshooting skills
Technical reporting skills
Technology driven, analytical & Proactive mentality
Teamwork mentality
Able to work Shifts
Having managerial capabilities

3. EDUCATION AND QUALIFICATION REQUIREMENTS

Minimum Requirement

Matric
Certified or worked on ITIL Environment before
Degree / Diploma in Information technology or Telecommunications
At least 1 IT certification (Cisco/VPN/APN/MCSE, MCSA)
CCNA Certified
Knowledge on DNS and IP Address leasing/allocation
1+ years' experience in IT support or Telecoms support (Networks, Business support or

customer service)