Remote Tier 1 Technical Support Agent Job Vacancy at Mweb | FREE EQUIPMENT
The Customer Service (Technical & Billing) team currently has a vacancy for a Tier 1 Technical Support Agent who will be responsible for providing customer support – that includes information sharing and resolving technical and billing related queries. You will be expected to troubleshoot and resolve issues with services such as but not limited to: Fibre and VoIP etc. We also require you to have a CompTIA A+ certification (Compulsory).
Job Output:
- Responsible for customer interactions that result in resolved technical, billing and account queries.
- Identify and understand customer needs.
- Provide solutions to technical and account management queries.
- Resolved customers’ queries, and complaints and manage objections effectively to increase customer satisfaction.
- Deliver exceptional service to customers in all interactions.
- Diligently execute escalations beyond 1st line support.
- Record accurate summaries of customer interactions in the company business system.
- Utilise all available tools and resources to resolve customer queries completely.
Skills and Competencies:
- Call Centre
- Technical Support
- MS Office Suite
- Conflict Resolution
- Technical Literacy
- Analytical
- Strong written/verbal communication skills
- Customer Service focused.
- Assertiveness
- Tact and ability to negotiate.
- Listening and questioning skills
- Troubleshooting skills
- Objection handling
- Attention to detail. o Numerical skills Excellent
- Communication Skills
Requirements
- Grade 12/Matric
- Computer Literate (MS Excel/MS Word and MS Outlook)
- Strong understanding of ISP Networks
- 1+ Year customer services experience within an ISP Call Centre
- 1+ Year technical and desktop customer service experience
- Administration experience is a highly recommended
- CompTIA A+ Certification
Benefits
- We are a Fully Remote work environment
o That’s right! No need to go into the office! You can work from just about anywhere
o We have partnered with a shared office/workspace called Workshop 17 and we cover the cost of your access to any of their branches around the country – if you’d like a change of scenery from time to time.
- We Kit you out
o We will provide you with all the necessary tech equipment needed for a remote office. Laptop, monitor, and headset. And of course, a UPS to ease the effects of load-shedding! We also provide you with Connectivity – FOR FREE!
THE CHERRY ON TOP!!! MWEB rewards stellar performance!
- Performance Bonuses of up to 25% of your cash salary are paid out quarterly, so long as company targets are met.
- We always try to have some fun! Team buildings are a big deal as well as other cultural activities and company events!
