Technical Support Agent – Vuma Reach Fibre

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Deliver prompt and effective assistance to Webafrica Vuma Reach Customers concerning billing and technical inquiries via WhatsApp Live Chat.

• Offer support to Webafrica Vuma Reach Customers.

• Diagnose internet connectivity issues across all devices (Desktops, Laptops, Mobile Devices, etc.).

• Escalate faults that exceed 1st Line Support capabilities.

• Configure routers as needed.

• Manage customer accounts efficiently.

• Keep customer records up to date.

• Handle account activations and cancellations.

• Oversee account payment processes.

• Advise customers regarding their account balances.

• Perform account reconciliations.

• Manage credit and debit note transactions.

• Achieve daily targets for live chats and calls.

• ***FIBRE CAPABILITY AT HOME IS A REQUIREMENT FOR THE ROLE***

⛳️ Requirements

• **Minimum Requirements:**

• - Grade 12 / Matric qualification.

• - Strong analytical skills with the ability to troubleshoot effectively.

• - Good understanding of ISP networks.

• - Willingness to work shifts, including weekends and public holidays.

• **Ideal Requirements:**

• - Over 1 year of customer service experience in an ISP call center.

• - More than 1 year of technical and desktop customer service experience.

• - Familiarity with a Customer Service Scoring System (e.g., Net Promoter Score).

• **Desired Skills:**

• - Call Center experience.

• - Technical support capabilities.

• - Excellent written and verbal communication skills.

• - Strong attention to detail.

• - Proficiency in MS Office (Word, Excel, Outlook).

• - Skills in conflict resolution.

• - Ability to multitask effectively.

• - Strong time management skills.

• - High level of technical literacy.

• - Analytical and problem-solving skills.

• - Commitment to customer service excellence.

• **What you will be doing:**

• - Deliver prompt and effective assistance to Webafrica Vuma Reach Customers concerning billing and technical inquiries via WhatsApp Live Chat.

• - Offer support to Webafrica Vuma Reach Customers.

• - Diagnose internet connectivity issues across all devices (Desktops, Laptops, Mobile Devices, etc.).

• - Escalate faults that exceed 1st Line Support capabilities.

• - Configure routers as needed.

• - Manage customer accounts efficiently.

• - Keep customer records up to date.

• - Handle account activations and cancellations.

• - Oversee account payment processes.

• - Advise customers regarding their account balances.

• - Perform account reconciliations.

• - Manage credit and debit note transactions.

• - Achieve daily targets for live chats and calls.

• ***FIBRE CAPABILITY AT HOME IS A REQUIREMENT FOR THE ROLE***

🏝️ Benefits

• ***Our benefits are unparalleled – the icing on the Webafrica culture cake:***

• - **We offer a Fully Remote work environment.**

• - That’s right! No need to commute to an office! You can work from virtually anywhere. We have partnered with a shared office/workspace called Workshop 17, covering the cost of your access to any of their locations nationwide – perfect for a change of scenery when desired.

• - **We equip you for success.**

• - We will provide you with all necessary tech equipment for a remote office, including a laptop, monitor, headset, and a UPS to mitigate the effects of load-shedding!

• - Connectivity is provided at no cost!

• - **We prioritize your well-being and promote a healthy lifestyle.**

• - We cover 100% of your medical aid (Discovery & Vitality) – no deductions unless you wish to add a beneficiary or enhance your coverage.

• - **We care about your future as well.**

• - Retirement Annuity with up to a 5% company contribution in your first year; 7.5% thereafter.

• ***THE CHERRY ON TOP!!!*** **Webafrica rewards outstanding performance!**

• - Performance bonuses of up to 20% of your cash salary are awarded quarterly, contingent on meeting company targets.

• - Annual individual awards for Webafricans who excel beyond expectations!

• - We always strive to have fun! Team-building activities and other cultural events are an integral part of our company spirit!