Customer Service Analyst Job Vacancy in Johannesburg at Cool Ideas
Job Description & Key Responsibilities:
- Provide first-line technical support and troubleshooting for customers
- Log, manage, and track faults with fibre line providers and third-party vendors
- Handle incoming customer calls, assisting with technical and general service-related queries
- Follow up on existing incidents and service requests to ensure resolution
- Maintain a high first-time resolution rate and customer satisfaction
- Accurately capture call details and update tickets in the system
Experience and Knowledge required:
- Minimum of 24 months call centre experience
- Minimum of 12 months technical support experience
- At least 12 months’ experience providing technical support within an Internet Service Provider (ISP) environment
- IT-related qualification (certificate, diploma, or equivalent)
- Basic understanding of networking concepts
- Experience supporting Fibre, LTE, or VoIP services
- Strong communication and customer service skills
- Ability to work shifts, weekends, or public holidays
- Good problem-solving and analytical skills
- Fluent in English
Advantageous:
- ITIL qualification or working knowledge of ITIL principles
- Experience with ticketing systems (e.g. Zendesk, Remedy, Freshdesk, etc.)
