Tier Technical Support Agent (Remote)

Main Purpose of the Job:

How often have you called in and spoken to a support agent and thought, “Wow, they were helpful” and this person made your day? Do you have what it takes to BE one of these awesome individuals?

Now is your chance!

Mweb is in search of a spunky, left-of-center individual that is clued up on connectivity, the internet and is also able to provide phenomenal customer service. Note, there is obviously the aspect of billing customers when they make use of a service so you would need to know about this as well.

You will be expected to troubleshoot and resolve issues with services such as but not limited to: Fibre and VoIP

So, if getting customers connected to the World Wide Web is your thing and high levels of service is your passion, get in touch with us!

Send us your deets so we can meet!

Job Output

• Identify and understand customer needs.
• Provide efficient and effective support to Mweb Customers around billing and technical queries via Telephone and Live Chat
• Resolved customers’ queries, and complaints and manage objections effectively to increase customer satisfaction
• Provide support to Mweb Customers using remote desktop services in a timely manner
• Deliver exceptional service to customers in all interactions
• Responsible for customer interactions that result in resolved technical, billing and account queries
• Advise customers on account balances
• Provide solutions to technical and account management queries
• Diligently execute escalations beyond 1st line support.
• Record accurate summaries of customer interactions in the company business system.
• Updating customer records on the Business Systems
• Account activations/cancellations/payment arrangements/reconciliations
• Credit and debit note management
• Meeting Daily Live Chat and Call Targets
• Troubleshoot internet connectivity problems on all Devices (Desktops, Laptops, Mobile Devices etc.)
• Router Configuration

Requirements

Skills and Competencies

• Excellent written/verbal communication skills
• The ability to work timeously to deliver fast, efficient, and professional support.
• Customer- centricity.
• Assertiveness
• Conflict Resolution
• Attention to detail
• Tact and ability to negotiate.
• Listening and questioning skills
• Basic business retention skills
• Troubleshooting skills
• Team orientation skills
• Objection handling
• Adaptability.
• Numerical skills
• Excellent organisational skills
• Strong organizational skills with an ability to handle multiple tasks at a time.
• Technical Literacy
• Analytical and Problem-Solving abilities

Minimum Requirements:

• Analytical thinking with strong troubleshooting ability
• Strong understanding of ISP Networks
• Willing to work shifts (including weekends & public holidays)
• Ability to access a Fiber Internet Connection

Desired Skills:

• Call Centre
• Technical Support and Troubleshooting
• Strong Written and Verbal Communication
• Attention to detail
• MS Office (Word
• MS Office (Excel)
• MS Outlook
• Conflict Resolution
• Multitasking
• Time Management
• Technical Literacy
• Analytical
• Problem Solving
• Customer Service

Qualifications

• CompTia A+ Certification – advantageous
• Matric/ Grade 12 certificate
• Computer Literate (Ms Excel/Ms Word and Ms Outlook)

Experience

• 1+ Year customer services experience within an ISP Call Centre
• 1+ Year customer service experience with billing, and technical and desktop customer support in a Contact Center Environment (Calls and LiveChat)
• Exposure to a Customer Service Scoring System (e.g. Net Promoter Score)
• Strong understanding of ISP Networks
• Administration Skills.