Role Purpose

The role of the Helpdesk Agent is to provide support to clients through various channels such as telephone, WhatsApp, and email, addressing internet connectivity issues (both customer-side and WAN-side), as well as providing assistance with e-mails, routers, and network-related queries on Mikrotik, Cambium, and Ubiquiti hardware.

Key Responsibilities

Key Performance Areas would include, but are not limited to:

• Provide first-line support to customers, including handling initial calls from users.
  
• Strive for first-call resolution whenever possible.
  
• Determine if faults are on the customer-side or WAN-side.
  
• Offer basic to intermediate troubleshooting for customer-side faults.
  
• Assist with password changes, usage reports, and general product information.
  
• Provide remote support to customers using AnyDesk.
  
• Escalate tickets to Tier 2 Helpdesk Agents when Tier 1 Agents cannot resolve them.
  
• Log tickets for all client queries and escalate as necessary, closing tickets when resolved.
  
• Address basic customer queries, including general inquiries, non-technical questions, password recovery, website navigation assistance, basic troubleshooting, and procedural "how-to" questions.
  
• Provide clients with general information regarding their Wireless/Fibre service.
  
• Screen incoming calls, redirect calls, and take messages accurately.
  
• Check Microsoft Teams and WhatsApp for any callback requests.
  
• Ensure timely feedback is provided to clients.
  
• Assist walk-in clients when applicable.
  
• Report data captured per request from the Manager on a weekly/daily basis.
  
• Report repeat issue cases to the Manager.

Requirements

Required Skills and Experience

• Analytical skills.
  
• Ability to work independently.
  
• Strong customer service skills.
  
• Ability to work quickly and effectively under pressure.
  
• Problem-solving skills.
  
• Time management skills.
  
• Technical aptitude.
  
• Good communication skills (both written and verbal).
  
• Previous experience at an ISP is advantageous.
  
• Basic understanding of PC hardware setup and configuration is advantageous.
  
• 1-year experience with Wireless/Routers is advantageous.
  
• 1-year experience in a Call Centre is advantageous.
  
• Knowledge and understanding of TCP/IP, DNS, DHCP, routers, and switches is essential.
  

Educational Requirements

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