MWEB (Pty) Ltd is seeking a Tier 1 Technical Support Agent to join our Customer Service team. In this fully remote role, you will provide first-line technical and billing support to customers, troubleshooting and resolving issues with services like Fibre and VoIP. Your primary goal is to deliver exceptional service by accurately identifying customer needs and providing effective solutions.
What You'll Do
- Resolve customer technical, billing, and account queries effectively.
- Identify and understand customer needs to provide tailored solutions.
- Provide solutions to technical and account management queries.
- Resolve customer queries, complaints, and manage objections professionally.
- Deliver exceptional service in all customer interactions.
- Execute escalations beyond first-line support when necessary.
- Record accurate summaries of customer interactions in the company business system.
- Utilize all available tools and resources to resolve customer queries completely.
What We're Looking For
- Grade 12/Matric qualification.
- Computer literacy with MS Excel, MS Word, and MS Outlook.
- A strong understanding of ISP Networks.
- 1+ year of customer service experience within an ISP Call Centre.
- 1+ year of technical and desktop customer service experience.
- CompTIA A+ Certification (Compulsory).
Nice to Have
- Administration experience.
Technical Stack
- MS Office Suite
Team & Environment
You will be part of the Customer Service (Technical & Billing) team at MWEB.
Benefits & Compensation
- Fully Remote work environment.
- Access to a shared office/workspace (Workshop 17) covered by the company.
- Company-provided tech equipment (laptop, monitor, headset, UPS).
- Free connectivity.
- Performance Bonuses of up to 25% of cash salary paid quarterly.
- Team buildings and cultural activities.
Work Mode
This is a fully remote position.
MWEB (Pty) Ltd is an equal opportunity employer.
