Clickatell Customer Service Jobs in Cape Town
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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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