Tier 1 Technical Support Agent (Fully Remote) at MWEB

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

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

Requirements

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.