Shaunrie Klaasen

A dedicated Fibre-to-the-Home (FTTH) Support Specialist with a CompTIA A+ International Certificate (2024) and extensive experience in technical support for fibre and fixed-line customers. Passionate about delivering exceptional client service, ensuring seamless connectivity, and resolving technical issues effectively. Adept at router configuration, troubleshooting, and fault logging with a commitment to continuous learning and professional growth.

Flexible, solution-oriented, and driven to exceed client expectations.

Technical Support Agent at Web Africa (2024 – Present)

• Provide advanced technical support for FTTH customers.
• Diagnose and resolve fibre connectivity issues, router configurations, and ONT troubleshooting.
• Handle escalations related to line faults, billing queries, and fibre performance concerns.
• Collaborate with network providers to expedite fault resolution and maintain customer satisfaction.

Technical Support Agent at Startek (2021-05 – 2021-09)

• Supported Telkom fixed-line and fibre customers with technical troubleshooting.
• Performed router configurations, email setup, and fault logging.
• Delivered excellent customer service through progress updates and billing assistance.

Client Care Liaison at Elite-CV (2020-06 – 2020-12)

• Maintained relationships with key stakeholders to align with company goals.
• Addressed client concerns via email and telephone, delivering exceptional service.
• Designed email and content templates in collaboration with senior writers.

Intern at University of Johannesburg (2020-02 – 2020-05)

• Set up audiovisual equipment for events, including video conferencing and live streaming.
• Coordinated RSVP lists and marketed events through posters.

Junior Web Administrator / RMA Clerk at PC Shopper (2019-04 – 2019-06)

• Managed website updates and company databases.
• Oversaw RMA processes, ensuring timely repairs and returns of faulty products.

Technical Support Agent at Aegis (2018-02 – 2019-03)

• Provided solutions to customer queries via inbound calls.
• Built customer trust by clarifying procedures and offering alternatives.
• Developed sustainable client relationships through proactive communication.

CompTIA A+ International Certificate (2024)

System Support – EOH – ProServe (2020)

Technical Support – Torque - IT (2019)

Higher Certificate in Business Management in Business Management – Pearson Institute of Higher Education - CTI Education Group (2017)

Matric – Hoërskool Birchleigh (2016)