Help desk - Herotel
(2025-04-22)
First Line Customer Support
- Provide first-call resolution support to customers through various communication channels, including telephone, WhatsApp, web chat, email, Distant-Desktop, and Route.
- Provide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.
- Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.
- Record support requests in the client's ticketing system.
- Aim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customers.
- Providing updates at least hourly or daily as necessary.
- Consistently monitor Microsoft Teams and WhatsApp for messages.
- Collect information through analytical troubleshooting and problem research to identify the nature of faults, including determining whether the issue is on the customer side or related to WAN.
- Make use of troubleshooting tools such as tracert, ping, bandwidth test, and Route This.
- Monitoring of Network using Dude and Zabbix.
- Escalation of calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops).
- Identify trends with incoming calls, issues, and support requests, and escalate them to the Team Captain or Team Leader immediately.
Technical Support Agent (First Line Support) - Ison / Vodacom FTTH
(2018-12-10 - 2025-04)
- Using company in house tools to isolate the root cause of failures and applying resolution
- Providing service to FTTH clients
- Remote technical support and customer service
- Following up with the back office on new existing orders
- Voice over IP (voip)
Second-line Support (Back Office) - Ison / Vodacom FTTH
(2023-03-06 - 2025-04)
- Resolve trouble tickets using help desk system
- Provide diagnostic capabilities to identity the fault
- Dispatch tied support staff as needed
- Keep customers informed during the entire life cycle after incident.
Technical Support Agent (Customer Service) - WNS (Telkom Campaign) ADSL
(2015-04 - 2015-11)
- ADSL troubleshooting
- Ensure that everyday query is logged
- Handling customer complaints
- Following up on a new installation
Technical Support Agent ADSL & Fibre - Cyber Smart Light Speed
- ADSL and Fiber troubleshooting
- Handling customer complaints
- Following up on new and existing orders
- Resolving social media queries
- Ensure that progress of every query logged is monitored
