Hartenbos, South Africa | Posted on 08/01/2025 The role of the Helpdesk Agent is to provide support to clients through various channels such as telephone, WhatsApp, and email, addressing internet connectivity issues (both customer-side and WAN-side), as well as providing assistance with e-mails, routers, and network-related queries on Mikrotik, Cambium, and Ubiquiti hardware. Key ResponsibilitiesKey Performance Areas would include, but are not limited to: Provide first-line support to customers, including handling initial calls from users. Strive for first-call resolution whenever possible. Determine if faults are on the customer-side or WAN-side. Offer basic to intermediate troubleshooting for customer-side faults. Assist with password changes, usage reports, and general product information. Provide remote support to customers using AnyDesk. Escalate tickets to Tier 2 Helpdesk Agents when Tier 1 Agents cannot resolve them. Log tickets for all client queries and escalate as necessary, closing tickets when resolved. Address basic customer queries, including general inquiries, non-technical questions, password recovery, website navigation assistance, basic troubleshooting, and procedural "how-to" questions. Provide clients with general information regarding their Wireless/Fibre service. Screen incoming calls, redirect calls, and take messages accurately. Check Microsoft Teams and WhatsApp for any callback requests. Ensure timely feedback is provided to clients. Assist walk-in clients when applicable. Report data captured per request from the Manager on a weekly/daily basis. Report repeat issue cases to the Manager. Requirements Required Skills and Experience Analytical skills. Ability to work independently. Ability to work quickly and effectively under pressure. Problem-solving skills. Technical aptitude. Good communication skills (both written and verbal). Previous experience at an ISP is advantageous. Basic understanding of PC hardware setup and configuration is advantageous. 1-year experience with Wireless/Routers is advantageous. 1-year experience in a Call Centre is advantageous. Knowledge and understanding of TCP/IP, DNS, DHCP, routers, and switches is essential. #J-18808-Ljbffr