Are you a team player with passion and drive, adding a solution-orientated and positive mindset – then consider Metacom as an employer of choice.
Want to join our team? Send through a well thought out motivational letter along with your summary CV and we will take your submission into account when looking for suitable candidates, who will make an impact in delivering “The Metacom Way”.
- Freedom with responsiblity
- Innovation with focus
- Entrepreneurialism with rigour
- Teamwork and respect
Support Service Centre Administrator
We require candidates that play a crucial role in providing technical assistance and support to our clients regarding network-related issues. You will be responsible for monitoring, troubleshooting, diagnosing, and resolving network problems to ensure our clients' systems operate efficiently. Majority of your workload consist of preparing and submitting of quotes within SLA, with aim to resolve swiftly.
Duties would include, but not limited to:
- Provide first-line technical support to clients via phone, email, or whatsapp regarding network-related issues.
- Troubleshoot and diagnose network problems, including connectivity issues, configuration errors, and performance concerns, but not limited to this.
- Escalate complex issues to Level 2 support or appropriate internal teams for further investigation and resolution.
- Create and action all support interactions, including details of the issue and the resolution, in the ticketing system.
- Collaborate with other support agents and teams to ensure timely and effective problem resolution.
- Assist in the development and maintenance of support documentation and knowledge base articles.
- Prioritize quote request, approval with client and ensure next steps are followed as per Incident Management process until resolved
- Provide assistance to accounts, to reconcile account queries that relates to SSC
- Survey completed weekly on clients feedback of services
Minimum Requirements:
- Senior Certificate or equivalent.
- Proficient in excel
- A technical related certificate/qualification (i.e., A+, N+, etc.).
- CCNA is advantageous.
- A minimum 1 years’ experience in an 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.
Key Knowledge:
- Technical experience
- Proficient in office packages
- Social responsibility within the company
Personal Attributes:
- 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.
Should you meet the above requirements, forward a detailed CV with contactable references to careers@metacom.net
Metacom offers a highly rewarding role with substantial growth opportunities, as well as exciting benefits - Pension, Group Life Cover, Medical Aid and more.
