Tier 1 Technical and Billing Support Agent (Fully Remote) at Mweb. Main Purpose of the Job:. The Customer Service (Technical & Billing) team currently has a vacancy for a Tier 1 Technical Support Agent who will be responsible for providing customer support – that includes information sharing and resolving technical and billing related queries. You will be expected to troubleshoot and resolve issues with services such as but not limited to: Fibre and VoIP etc. . We also require you to have a CompTIA A+ certification (Compulsory). . 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. • 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. • CompTIA A+ Certification. Company Location: South Africa.
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