Technical Support Specialist, Umhlanga

The Technical SupportSpecialist is the first point of contact for residential andbusiness customers seeking support with their internet andfibre services. This role combines excellent customerservice with a basic technical understanding offibre-optic networks, equipment, and connectivitytroubleshooting. You will help customers withinquiries, resolve service issues, and ensure aseamless customer experience while maintaining Ripple Fibre’shigh standards of reliability and satisfaction.

RESPONSIBILITIES OF THE ROLE

Respond to inboundcustomer inquiries via phone, email, and chat in aprofessional and timely manner

Assist customerswith service setup, account management, billing, andtroubleshooting of basic technical issues (modems, routers,connectivity, and fibre equipment)

Provide clear,easy-to-understand instructions to customers for technicalsetup or troubleshooting

Escalate complextechnical issues to the appropriate technical teams whilemaintaining customer confidence

Document allinteractions accurately in the CRM system

Follow standardoperating procedures, ensuring compliance with companypolicies and regulatory requirements

Meet individualperformance targets for call quality, resolution time, andcustomer satisfaction

Proactivelyfollow up with customers to ensure issues areresolved and service levels aremaintained

Requirements QUALIFICATIONS/EDUCATIONand EXPERIENCE:

Minimum1 year’s Technical Support or Call Centre Experience

InternationalCampaign experiences is advantageous

Abilityto work in USA hours and weekends.

CORESKILLS AND COMPETENCIES

Excellentwritten&Spoken English communication skills(Grammer, Spelling and tone)

Strongcustomer-centric mindset with problem-solving approach

Highattention to detail and accuracy

Strongtime management and organizational skills

Resilient,adaptable and able to work under pressure

Tech-savvywith the ability to learn new systems quickly.

Attendance bonus

Performance-based Incentives

Careerprogression and promotion opportunities

Group Life Plan(Life Cover, Disability Benefit and Dread Disease andFuneral Cover)

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