EMPREGO

Helpdesk Tier 1

Herotel-Pretoria, África do Sul

Applications are invited for the *Helpdesk Agent - Tier 1 *position to be based in Tshwane

PURPOSE OF THE ROLE:
Key Performance Areas would include, but are not limited to:

  • Offer first line support to customers, which includes taking initial call from users.
  • Always strive for first call resolution.
  • Determines if fault is customer-side, or WAN-side.
  • Provides basic to intermediate troubleshooting on customer-side faults.
  • Facilitates password changes, usage reports, and general product info.
  • Remote support via AnyDesk to customers.
  • Where Helpdesk T1 Agents cannot resolve a ticket, escalate tickets to T2 Helpdesk Agents.
  • Log tickets for all client queries and escalate as necessary (close tickets if resolved).
  • Addresses basic customer queries (general queries, non-technical questions, password recovery, website navigation assistance, basic troubleshooting, basic procedural ‘how to' questions).
  • Supplying clients with general information regarding their Wireless/Fibre service.
  • Accurately screen incoming calls, redirecting calls and taking messages.
  • Check Microsoft Teams / WhatsApp for any callback requests.
  • Ensure clients are always given feedback in a timely manner.
  • Assist walk-in clients where applicable.
  • Reporting back weekly/daily on data captured per request from Manager.
  • Report to Manager on discovered repeat issue cases.
  • Analytical.
  • Ability to work independently.
  • Customer service skills.
  • Ability to work quickly and under pressure.
  • Problem-solving skills.
  • Time management skills.
  • Technical aptitude.
  • Good Communication skills (written and verbal).
  • Previous experience at an ISP will be advantageous.
  • Basic understanding of PC hardware setup and configuration will be advantageous.
  • 1-year Wireless/Router experience will be advantageous.
  • 1-year Call Centre experience will be advantageous.
  • Knowledge and understanding of TCP/IP, DNS, DHCP, routers and switches will be compulsory.

Education Requirements:

  • Grade 12 / Senior Certificate.
  • N+ & A+ certification (Advantageous).

PLEASE NOTE:
- Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.