Job Description
Hartenbos, South Africa | Posted on 08/01/2025
The role of the Helpdesk Agent is to provide support to clients through various channels such as telephone, WhatsApp, and email, addressing internet connectivity issues (both customer-side and WAN-side), as well as providing assistance with e-mails, routers, and network-related queries on Mikrotik, Cambium, and Ubiquiti hardware.
Key Responsibilities
Key Performance Areas would include, but are not limited to:
- Provide first-line support to customers, including handling initial calls from users.
- Strive for first-call resolution whenever possible.
- Determine if faults are on the customer-side or WAN-side.
- Offer basic to intermediate troubleshooting for customer-side faults.
- Assist with password changes, usage reports, and general product information.
- Provide remote support to customers using AnyDesk.
- Escalate tickets to Tier 2 Helpdesk Agents when Tie...