Enterprise Support Agent - Clickatell

eg. Accountant or Accounting or Kempinski



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Purpose

  • To ensure maximum possible service availability and performance
  • To provision customer network services on core equipment
  • To provide support services for Technology and other technical teams
  • To serve as an escalation function for Customer Support Agents during after-hours in Clickatell’s 24 x 7 x 365 environment
  • To serve as the after-hour support continuation for Clickatell’s Technical Account Managers and any Enterprise customers nominated by Sales Leaderships teams, as well as an escalation point in case of emergencies
  • Maintain and exceed all required customer SLAs and internal OLAs
  • Resolve customer queries in a timely and efficient manner

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  • Monitoring of APIs
  • Solving technical queries using advanced knowledge and techniques
  • Communicate incidents to internal and external stakeholders
  • Initiate and collaborate in the incident management process
  • Following outlined internal processes for correct escalation and resolution
  • Provide first line user support when required
  • Accurately categorise cases for Business Intelligence reporting
  • Compile Daily Handover reports
  • Participate in product testing
  • Guide and train customer support agents

We Do The Right Things - Responsibilities of the Role

  • Maintain and exceed all required customer SLA’s and internal OLA’s
  • Resolve customer queries in a timely and efficient manner
  • Monitoring of APIs
  • Solving technical queries using advanced knowledge and techniques

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  • Communicate incidents to internal and external stakeholders
  • Initiate and collaborate in the incident management process
  • Following outlined internal processes for correct escalation and resolution
  • Provide first line user support when required
  • Accurately categorise cases for Business Intelligence reporting
  • Compile Daily Handover reports
  • Participate in product testing
  • Guide and train customer support agents

Requirements

We Are On A Learning Journey - Requirements of the Role

  • Matric
  • ITIL Certified (Foundation V3) Advantageous
  • IT Diploma or similar tertiary qualification Advantageous
  • Must understand and demonstrate knowledge of:
  • Networking, from Ethernet to IP
  • Operating systems, from bare steel to network services

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Benefits

Why You Should Join - Perks of the Role

  • Healthcare, Retirement Fund and Risk-benefit company contributions
  • Quarterly performance incentives
  • Reimbursable Communication allowances for internet and mobile phone bills
  • Half-day off on your birthday
  • 5 personal days leave a year, over and above your annual leave
  • Remote Working (our offices are currently open for essential use only due to COVID-19)
  • Home office set-up with laptop, monitor, chair and UPS

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Before you look at how to apply for the job, take a look at the recommended career resources and guides we have for you below. It is always good to prepare yourself for your dream job. Carefully read the articles and proceed to apply.

INFORMATION YOU MIGHT FIND USEFUL

#1, 13 Reasons Why Your CV Will Get Rejected
#2. How To Write A Perfect CV
#3. How To Write The Perfect Cover Letter
#4. Smart Ways To Answer Standard Job Interview Questions
#5. Fully Funded Scholarships to Study Abroad
#6. How to make Money Online

How To Apply

Interested applicants should:

Click Here To Visit The Official Website To Read More & Apply Online


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