Customer Service Support Agent - CipherWave

The Customer Service Support Agent is responsible for handling all customer support calls, tickets, and inquiries whilst exceeding customer service expectations and taking personal ownership for end-to-end 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.

JOB SUMMARY:

KEY PERFORMANCE AREAS (KPAs) and key responsibilities:

• Deliver an exceptional Customer Experience by assisting customers through all the company channels which Customers engage with ZoomOnline.
• To handle customer queries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions which is to be recorded in the company omni channel ticketing system, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers and ensure you effectively communicate both internally and externally.

Professionalism:

• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Responding promptly to customer enquiries, efficient and effective technical support to ZoomOnline customers at all times, timeously.
• Deal with 1st line desktop, laptop, network, Wi-Fi and internet related issues.
• Assist customers remotely with connectivity issues.
• 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 customer tickets effectively and timeously using the online ticketing system.
• Respond to customers and responding to tickets logged within stipulated Service Level Agreements (if any).
• Coordinating with external technical 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 customers via all communication tools provided (Phone, Ticketing System, SMS systems …etc.).
• Identifying, reporting trends with customer queries and escalating to Customer Service Manager 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.

JOB REQUIREMENTS:

Minimum requirements:

• Matric
• Must have knowledge of Internet, Connectivity, Email, routers, Wi-Fi & networking experience
• Must have a Customer Centric Approach & Comfortable speaking over the telephone

Added advantage / beneficial:

• Experience in working in a technical role supporting Internet Services
• VoIP experience and understanding of beneficial

JOB REQUIREMENTS:

Working Arrangement – Remote :

The agent is to be based remotely.

• Must have own tools of trade (Laptop)
• Must have reliable internet connection
• Must have conducive work environment
• Must be fluent in English
• Must be able to support Phoenix Arizona, Customers within their time zone

Experience:

• Providing Telephonic Support
• Telephonic Customer Service
• Helpdesk Support

DESIRED BEHAVIOUR & MOTIVATIONS:

Soft Skills:

• Professional
• Flexibility and Adaptability
• Knowledgeable
• Self-Managed
• Collaborative
• Resilience
• Dependable
• Trustworthy