Overview
Beauty Therapist – Hilton Jobs in Bloemfontein, South Africa at Accountancy Placements Pietermaritzburg
Applications are invited for the Technical Support Agent position to be based in Tshwane.
PURPOSE OF
THE ROLE:
The Technical Support Agents provide friendly and efficient first line support, as well as core advanced customer support through troubleshooting and timely first call resolution. Support relates to customer internet connectivity issues (WAN and customer side), email, routers, network related queries pertaining to various hardware (a wireless router or access point) and occasionally VOIP (Voice over IP).
The Technical Support Agent provides support both in person and via variouscommunicationchannels (including telephone, Whats App, Webchat, Distant-Desktop, Route This and e-mail) using Herotel’s ticketing system. Calls that cannot be resolved are escalated appropriately.
Key Performance Areas would include, but are not limited to:
First Line Customer Support:
Provide first-call resolution support to customers through variouscommunicationchannels, including telephone, Whats App, 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 Herotel’s ticketing system. Aim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customers.
Provide updates at least hourly or daily as necessary.
Consistently monitor Microsoft Teams & Whats App for messages.
Troubleshooting,Problem Solvingand Monitoring:
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.
Monitor the network using Dude and Zabbix.
Escalate calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops).
Identify trends with incoming call issues and support requests, and escalate them to the Team Captain or Team Leader immediately.
Provide basic to advanced troubleshooting on customer-side faults, including password changes, usage reports, application login problems for all value-added services such as VOIP (Voice over IP) and email.
Internal / Network Faults:
Identify network issues (e.g., uplink problems, such as a backhaul upstream service provider problem, a fibre PON failure, or a wireless tower failure) through gathering information and troubleshooting and escalate to NOC through the ticketing system.
Assist Field Technicians remotely with troubleshooting, configuration & service credentials (username and password).
Develop wireless infrastructures and make recommendations on systems enhancements for optimizations.
Team Support:
Provide support to Helpdesk Teams by assisting with ticket backlogs when required.
Adhere to and contribute to internal technical documentation and knowledgebase.
Report back regularly on ad hoc requests for data capturing relating to specific projects or assignments.
Work in a team and collaborate to improve customer support.
Research and remain up to date with current industry technologies and share learnings with the team.
Become familiar with department policies and SOPs (Stan…
Title: Beauty Therapist – Hilton
Company: Accountancy Placements Pietermaritzburg
Location: Bloemfontein, South Africa
Category: Customer Service/HelpDesk, IT/Tech
