Helpdesk Agent - CT

The Technical Support Agents provide friendly and efficient first line support, as well as core advanced customer support through trouble shooting and timely first call resolution. Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network related queries pertaining to various hardware (a wireless router or access point) and occasionally VOIP (Voice over IP).

The Technical Support Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, Distant-Desktop, Route This and e-mail) using the client’s ticketing and, Route This and e-mail). Calls that cannot be resolved are escalated appropriately. 
The call center operates daily from Monday to Sunday, between 7:00 AM and 10:00 PM.

Below are the shift schedules:

Monday to Friday: (weekly shift rotation)

• Shift 1: 7:00 AM – 4:00 PM
• Shift 2: 8:00 AM – 4:30 PM
• Shift 3: 8:00 AM – 4:30 PM
• Shift 4: 1:00 PM – 10:00 PM

Weekend (rotational, every second weekend):

• Shift 1: 7:00 AM – 3:00 PM
• Shift 2: 2:00 PM – 10:00 PM

Your Key Responsibility Areas:
First Line Customer Support:

• Provide first-call resolution support to customers through various communication channels, including telephone, WhatsApp, web chat, email, Distant-Desktop, and Route
• Provide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.
• Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.
• Record support requests in the client's ticketing system
• Aim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customers
• Providing updates at least hourly or daily as necessary.
• Consistently monitor Microsoft Teams and WhatsApp for messages.

Troubleshooting, problem solving and monitoring:

• Collect information through analytical troubleshooting and problem research to identify the nature of faults, including determining whether the issue is on the customer side or related to WAN.
• Make use of troubleshooting tools such as tracert, ping, bandwidth test, and Route This.
• Monitoring of Network using Dude and Zabbix.
• Escalation of calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops).
• Identify trends with incoming calls, issues, and support requests, and escalate them to the Team Captain or Team Leader immediately.

Customer-side faults:

• Provide basic to advanced troubleshooting on customer-side faults, including password changes, usage reports, application login problems for all value-added services such as VOIP (Voice over IP) and email).

Internal/network faults:

• Identify network issues (e.g., uplink problems, such as a backhaul upstream service provider problem, a Fibre PON failure, or a wireless tower failure) through gathering information and
  troubleshooting and escalate to NOC through ticketing system.
• Assist Field Technicians remotely with troubleshooting, configuration & service credentials. (username and password).
• Develop wireless infrastructures and make recommendations on systems enhancements for optimizations.

Team Support:

• Provide support to Helpdesk Teams by assisting with ticket backlogs when required.
• Adhere to and contribute to internal technical documentation and knowledgebase.
• Reporting back regularly on ad hoc requests for data capturing relating to specific projects or assignments.
• Work in a team and collaborate to improve customer support.
• Research and remain up to date with current industry and technologies and share learnings with the team.
• Become familiar with department policies and SOPs (Standard Operating Procedure).
• Learn to use company software programs and tools.
• Attend and participate in team MOS (management operating systems) meetings.

Key Outputs:
Customer Support Excellence:

• Provide efficient first-call resolution across various communication channels.
• Address technical issues promptly, ensuring updates and follow-ups as necessary.

Technical Problem-Solving:

• Troubleshoot customer-side and internal network faults effectively using diagnostic tools.
• Escalate unresolved issues to the appropriate teams, ensuring seamless service continuity.

Team Collaboration and Knowledge Sharing:

• Support team operations by managing ticket backlogs and contributing to internal documentation.
• Share industry knowledge and technical advancements with the team to improve overall support quality.

Operational Efficiency:

• Monitor network systems, identify trends in incoming calls, and escalate recurring issues proactively.

Adherence to Standards:

• Follow company policies, SOPs, and technical guidelines while ensuring customer satisfaction.
• Participate in team meetings and contribute to continuous process improvements.

Desired Experience & Qualification
You must have the following experience/skills:

• Be analytical.
• Have the ability to work independently.
• Have Customer service skills and/or great Interpersonal skills.
• Problem-solving and Time management skills.
• Have technical aptitude.
• Good Communication skills (written and verbal).
• Have a basic understanding of PC hardware setup and configuration will be advantageous.
• Knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches is required.

Competencies:

• Leadership potential.
• Analytical thinking.
• Communication skills (verbal and written).
• Customer orientation (building rapport, handling complaints).
• Continuous learning ability (including technical aptitude).
• Decision making.
• Follow up.
• Problem solving and resolution.
• Teamwork.
• Inter-personal relations.
• Employee development.
• Time management.

Knowledge, skills, and experience:

•  Experience working with Fiber networks, Wireless, and Wi-Fi Routers.
• Networking, ICT, and Telecommunications technology and industry knowledge.
• Proficient in Microsoft Office (Outlook, Teams required, Word and Excel advantageous).
• Knowledge of Mikrotik, Cambium, Ubiquiti and Totolink and TP Link hardware.
• Proven knowledge and understanding of TCP/IP, DNS, DHCP, Tunnels, routers, and switches.
• Troubleshooting skills in a networking environment.
• Advanced understanding of PC hardware setup and configuration advantageous
• Layer 2 switching knowledge/ability advantageous
• Proficient in English (written and verbal), second language preferable.
• Work independently, including remotely (when required).
• Willing and able to work shifts, including evenings and weekends.
• Work under pressure and according to specific call resolution targets.

Education Requirements:

• Grade 12 / Senior Certificate.
• N+ & A+ certification (beneficial) 
• Additional ICT qualification (including MTCNA), (CCNA) advantageous.