Customer Service Analyst

Cool Ideas, leading ISP in Johannesburg requires an Customer Service Analyst to join our team

Job Description & Key Responsibilities
:

• Provide first-line technical support and troubleshooting for customers
• Log, manage, and track faults with fibre line providers and third-party vendors
• Handle incoming customer calls, assisting with technical and general service-related queries
• Follow up on existing incidents and service requests to ensure resolution
• Maintain a high first-time resolution rate and customer satisfaction
• Accurately capture call details and update tickets in the system

Experience and Knowledge required
:

• Minimum of 24 months call centre experience
• Minimum of 12 months technical support experience
• At least 12 months’ experience providing technical support within an Internet Service Provider (ISP) environment
• IT-related qualification (certificate, diploma, or equivalent)
• Basic understanding of networking concepts
• Experience supporting Fibre, LTE, or VoIP services
• Strong communication and customer service skills
• Ability to work shifts, weekends, or public holidays
• Good problem-solving and analytical skills
• Fluent in English

Advantageous
:

• ITIL qualification or working knowledge of ITIL principles
• Experience with ticketing systems (e.g. Zendesk, Remedy, Freshdesk, etc.)

Please note:

As part of our recruitment and selection process, shortlisted candidates will be required to complete a psychometric assessment. This assessment is designed to evaluate job-related competencies and ensure alignment with the requirements of the role. Results will be treated confidentially and used solely for selection purposes in accordance with applicable labour legislation and data protection laws.