Customer Care

Support Technician Consultant

CW Home-Connect, a Fourways based Internet Service Provider specializing in the Fibre to the Home, is looking to hire a Technical Support Engineer, with strong knowledge of 1st Line Remote Desktop and Telephone Support of Broadband technology, with experienced knowledge of the internet & IT networking to join our customer-focused team.

The incumbent will be responsible for all technical support calls, tickets, and inquiries whilst exceeding customer service expectations and taking personal ownership for end-to-end technical support, diagnostics, fault management and service restoration for all client services. This role is a consultative 1st line technical support role, where you will be dealing with home users and might be required to assist with router Installations at the client’s home.

ROLES AND RESPONSIBILITIES:

  • Provide efficient and effective technical support to Home-Connect customers at all times.
  • Deal with 1st line desktop, laptop, network, server, Wi-Fi and internet related issues
  • Preconfigure routers for FTTH router installation, this is not limited to PPPoE . L2TP, SSID and password, etc…
  • Assist clients remotely with connectivity issues. Where required, also assist on-site with customer connections.
  • Proactively monitor and report on network and system outages.
  • Troubleshoot, diagnose and resolve networking technologies support queries as well as other third-party faults.
  • Prioritizing and managing open and pending tickets effectively and timeously using the online ticketing system.
  • Respond to clients and responding to tickets logged within stipulated Service Level Agreements (if any).
  • Coordinating with external and third-party suppliers/providers to resolve any customer issues.
  • Logging of all customer queries with suppliers in the respective processes and support ticketing system(s).
  • Respond and communicate professionally to clients via all communication tools provided (Phone, Ticketing System, SMS systems …etc.).
  • Identifying, reporting trends with customer queries and escalating to IT Team Lead and/or management for recommendations on a resolution.
  • Escalating in a timeous fashion to management.
  • Following Processes and written instructions to resolve a fault or set up/update a new solution.
  • Available to perform after-hours and Standby technical support as and when required.
  • Establishing a good working relationship with colleagues, customers, suppliers, and other professionals.
  • Take responsibility and endeavor to keep Home-Connect computers, network equipments and other machinery operational, safe, clean and secure at all times.
  • Assisting in creating, updating and documenting problem resolutions.
  • Adhere to CipherWave Home-Connect policies, processes and procedures.
  • Arrange and conduct FTTH routers setups at client’s homes.

 

DESIRED SKILLS:

  • Must have knowledge of Internet, connectivity, Email, Wi-Fi and networking experience.
  • Previous experience in a technical support role(First or Second Line Support).
  • Strong client relations and personal networking skills.
  • Excellent communication (both written and verbal) and presentation skills.
  • Familiarity with technical concepts coupled with the ability to communicate complex technical information in a simple manner to clients.
  • Patient, independent, self-motivated and target driven.
  • Demonstrable depth of understanding in computing technologies including operating systems, application-based systems and networking.
  • Must have own transportation and a valid driver’s license.
  • Must be a South African Citizen.
  • Must be able to work in a pressured environment and respond timeously and professionally to customers.
  • Trustworthy and reliable.
  • Weekend and public holiday work is a requirement of this position, therefore the incumbent must be comfortable working shifts.

 

EXPERIENCE:

  • Experience in Fiber to the Home(FTTH).
  • Two years’ minimum experience in a Technical Support position within the ICT telecommunications/ ISP industry.
  • Basic Networking knowledge – CCNA preferred
  • VoIP experience and understanding beneficial
  • Transportation and a valid driver’s license is a requirement of this position

 

Please send your application and resume to [email protected]

Should you have not heard from Home-Connect in 2 weeks, please consider your application unsuccessful.