Support Agent for Clickatell | Hybrid CT (FREE LAPTOP)
Clickatell is a world-class Chat Commerce company, ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. We need people who can understand the bigger picture and who connect the dots to achieve success. In our agile and demanding environment, you will have to ask the right questions and take the smart risk.
We call ourselves Champions. Why Champions? Because it’s not only about what they have done, but also for what they are going to do. The way they are going to drive our organization forward and deliver solutions to our customers. Watch this space as we blaze a new path while expanding across the globe.
Purpose
We are looking for a Highflying Enterprise support agent to ensure service availability, performance and to provide customer network services on core equipment. This role provides support services for Technology and other technical teams and serves as an escalation function for Customer Support Agents during after-hours in Clickatell’s 24 x 7 x 365 environment. Reporting to the Team Lead: Enterprise Support based in Cape Town, this role also serves as the after-hour support continuation for Clickatell’s Technical Account Managers and any Enterprise customers nominated by the Sales Leaderships teams, as well as escalation point in cases of emergency.
We Do The Right Things
Responsibilities of the Role
- o Maintain and exceed all required customer SLA’s and internal OLA’s
- o Resolve customer queries in a timely and efficient manner
- o Monitoring of APIs
- o Solving technical queries using advanced knowledge and techniques
- o Communicate incidents to internal and external stakeholders
- o Initiate and collaborate in the incident management process
- o Following outlined internal processes for correct escalation and resolution
- o Provide first line user support when required
- o Accurately categorise cases for Business Intelligence reporting
- o Compile Daily Handover reports
- o Participate in product testing
- o Guide and train customer support agents
- We Are On A Learning Journey
Requirements of the Role
- o Matric
- o ITIL Certified (Foundation V3) Advantageous
- o IT Diploma or similar tertiary qualification Advantageous
- o Knowledge and Abilities
- o Networking, from Ethernet to IP
- o Operating systems, from bare steel to network services
Perks of the Role
- o Medical Aid contribution
- o Pension fund contribution
- o Quarterly performance incentive bonus
- o Risk benefit company contributions
- o Reimbursable communications allowance for internet and mobile phone bills
- o Half-day off on your birthday
- o 5 personal days leave a year, over and above your annual leave
- o Hybrid working with access to office hubs as required.
- o Home office set-up with laptop, monitor and other related items.
