Tier 1 Technical & Billing Support Agent - Fully Remote

The Client Services Onboarding team currently has a vacancy for a Customer Service Representative who will be responsible for providing customer support – that includes information sharing and resolving technical and billing related queries.

Job Output:

o Responsible for customer interactions that result in resolved technical, billing and account queries.

o Identify and understand customer needs.

o Provide solutions to technical and account management queries.

o Resolved customers’ queries, and complaints and manage objections effectively to increase customer satisfaction.

o Deliver exceptional service to customers in all interactions.

o Diligently execute escalations beyond 1st line support.

o Record accurate summaries of customer interactions in the company business system.

o Utilise all available tools and resources to resolve customer queries completely.

Skills and Competencies:

o Call Centre

o Technical Support

o MS Office Suite

o Conflict Resolution

o Technical Literacy

o Analytical

o Strong written/verbal communication skills

o Customer Service focused.

o Assertiveness

o Tact and ability to negotiate.

o Listening and questioning skills

o Troubleshooting skills

o Objection handling

o Attention to detail. o Numerical skills Excellent

o Communication Skills

Requirements

• Grade 12/Matric

• Computer Literate (MS Excel/MS Word and MS Outlook)

• Strong understanding of ISP Networks

• 1+ Year customer services experience within an ISP Call Centre

• 1+ Year technical and desktop customer service experience

• Administration experience is a highly recommended

Benefits

• We are a Fully Remote work environment

o That’s right! No need to go into the office! You can work from just about anywhere

o We have partnered with a shared office/workspace called Workshop 17 and we cover the cost of your access to any of their branches around the country – if you’d like a change of scenery from time to time.

• We Kit you out

o We will provide you with all the necessary tech equipment needed for a remote office. Laptop, monitor, and headset. We also provide you with Connectivity – FOR FREE!

THE CHERRY ON TOP!!! MWEB rewards stellar performance!

• Performance Bonuses of up to 20% of your cash salary are paid out quarterly, so long as company targets are met.
• We always try to have some fun! Team buildings are a big deal as well as other cultural activities and company events!