Support Centre Agent

• Providing technical support by identifying, analyzing, and responding to customer requests, complaints, queries effectively.
• Logging of all incoming and outgoing calls and maintaining the call center database.
• Do follow-up courtesy calls to customers to gauge satisfaction levels and/or deal with customer queries.
• Provide administrative support by gathering information for statistical reports.
• Remote assistance to Field Technicians with installing, removing and fault-finding routers and other devices and peripherals.

• Senior Certificate or equivalent.
• A technical related certificate/qualification (A+, N+, etc.)
• CCNA is advantageous.
• A minimum 1 years' experience in a Internet Service Provider support center environment.
• Excellent computer literacy with the ability to learn new programs quickly.
• An understanding of Internet technology and networking fundamentals.
• An understanding of network implementations, operations, security, and troubleshooting.
• Knowledge of basic network protocols and installation, configuration, and support of routers.
• Must have own transport as the position involves shift work.

• TCP/IP, UDP, HTTP, DNS, SMTP, FTP
• Subnetting

• Must have a vibrant and friendly personality at all times.
• Must have the ability to create the ultimate customer experience by delivering optimal customer service.
• Able to communicate fluently and effectively (written and verbal)
• Must be flexible and able to work shifts.
• Excellent analytical and problem-solving ability.
• Pay attention to detail, be deadline driven and passionate about customer service excellence.
• Must be able to use initiative and have a strong sense of integrity.
• Must be able to function well under pressure and maintain a positive attitude.
• Have the ability to work within a team, but also independently.

Metacom