Tier 1 Technical & Billing Support Agent at Mweb

, , South Africa -

Full Time

Start Date

Immediate

Expiry Date

02 Mar, 26

Salary

0.0

Posted On

02 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Centre, Technical Support, MS Office Suite, Conflict Resolution, Technical Literacy, Analytical, Communication Skills, Customer Service, Assertiveness, Tact, Listening Skills, Troubleshooting Skills, Objection Handling, Attention to Detail, Numerical Skills

Industry

IT Services and IT Consulting

Description

Main Purpose of the Job: 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. CompTIA A+ certification (advantageous). Job Output: o Responsible for customer interactions that result in resolved technical, billing and account queries. o Identify and understand customer needs. o Provide solutions to technical and account management queries. o Resolved customers’ queries, and complaints and manage objections effectively to increase customer satisfaction. o Deliver exceptional service to customers in all interactions. o Diligently execute escalations beyond 1st line support. o Record accurate summaries of customer interactions in the company business system. o Utilise all available tools and resources to resolve customer queries completely. Skills and Competencies: o Call Centre o Technical Support o MS Office Suite o Conflict Resolution o Technical Literacy o Analytical o Strong written/verbal communication skills o Customer Service focused. o Assertiveness o Tact and ability to negotiate. o Listening and questioning skills o Troubleshooting skills o Objection handling o Attention to detail. o Numerical skills Excellent o Communication Skills • 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 (advantageous). 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!

Responsibilities

The Tier 1 Technical Support Agent is responsible for providing customer support by resolving technical and billing related queries. This includes troubleshooting issues with services such as Fibre and VoIP, and ensuring customer satisfaction through effective communication and problem-solving.