Location: Cape Town
URL: http://www.webafrica.co.za
Description:
Only South Africans based in Cape Town to apply
We will not consider any foreign nationals
Must have a valid drivers licence & own car
Position: Senior Hosting Agent
Reports to: Hosting Team Leader
Overall purpose of the position
The main responsibility of the role is to provide superior customer services and desktop support to all our Hosted customers, including Web Africa domain resellers.
Minimum Requirements
• Domain Queries (registrations, transfers, updates, deletion – Coza/Enom)
• Basic understanding of DNS (Able to read, setup various DNS entries)
• Solid communication skills – Communicate via telephone and via email (optional but of advantage 1 yr call centre experience).
• Intermediate Email skills (the understanding of email sending/receiving processes and the ability to resolve these queries).
• Flexible to work shift
• Matric Certification
• 3 year degree / diploma / Certificate
• A+ and N+ Certificate or similar qualification
Inherent Characteristics
• Self motivated and self disciplined
• Passionate and committed
• Innovative and proactive
• Resilient and rigorous
• Results oriented
• Team work, diplomacy and tact
• Customer focused and brand aware
• Ability to learn continuously
• Humility and modesty
Key Performance Areas (KPA’s)
• Scheduling: Shifts prepared 03 months ahead. Ensure all staff are well informed of their shifts.
• Drive Targets: Ensure all operations that influence targets are being taken care of.
• Personal Coaching and Training: Identify weak agents and ensure that personal attention is given to ensure enhanced performance.
• High Level Complaints: Logging and resolving high level complaints. Ensuring clients issues are completely resolved within good time.
• Ticket/Email volume
• Adherence: All KPA’s and KPI’s must be followed and met for this tier.
• Innovation: Drive the CSA platform and ensure that staff educate customers.
• Achieve set out ticket/email targets as defined by manager and Team Leaders in a timely manner
• Understanding troubleshooting needs and how to implement them using various diagnostic tools
• Communication skills – effective dissemination of technical information to customers as pulled from the various Knowledge Base articles.
• Solid softskills – Following guidelines and polices (department specific) and previous work experience to resolve queries within the parameters of the department policy.
• Ability to register, transfer, update domains and DNS’s – Using the online KB articles, WHOIS, tracerts, ping and telnet.
• Able to login to helm/plesk to update settings – Following KB articles to update records and set up correctly on behalf of the client
• Fully manage user interface (helm/Plesk) of customers and relate this to them via email – Following KB articles, policies and procedures for Hosting
• Establishing ownership of queries that requires follow ups up until point of resolution. The position includes but is not limited to the above KPA’s
• Meeting department Targets
• Effective internal and external communication
• Staff Compliance
• Staff Motivation
• Staff Resources
• Behavior and Performance
• Department policies
• Call answered rate
• Average leetness ratings
• Special Projects
If you meet our requirements, then we will be in touch with you.
Criminal/ Credit/ Qualification and company references will be conducted on successful candidates.
Apply to [email protected]
Apply to this job
URL: http://www.webafrica.co.za
Description:
Only South Africans based in Cape Town to apply
We will not consider any foreign nationals
Must have a valid drivers licence & own car
Position: Senior Hosting Agent
Reports to: Hosting Team Leader
Overall purpose of the position
The main responsibility of the role is to provide superior customer services and desktop support to all our Hosted customers, including Web Africa domain resellers.
Minimum Requirements
• Domain Queries (registrations, transfers, updates, deletion – Coza/Enom)
• Basic understanding of DNS (Able to read, setup various DNS entries)
• Solid communication skills – Communicate via telephone and via email (optional but of advantage 1 yr call centre experience).
• Intermediate Email skills (the understanding of email sending/receiving processes and the ability to resolve these queries).
• Flexible to work shift
• Matric Certification
• 3 year degree / diploma / Certificate
• A+ and N+ Certificate or similar qualification
Inherent Characteristics
• Self motivated and self disciplined
• Passionate and committed
• Innovative and proactive
• Resilient and rigorous
• Results oriented
• Team work, diplomacy and tact
• Customer focused and brand aware
• Ability to learn continuously
• Humility and modesty
Key Performance Areas (KPA’s)
• Scheduling: Shifts prepared 03 months ahead. Ensure all staff are well informed of their shifts.
• Drive Targets: Ensure all operations that influence targets are being taken care of.
• Personal Coaching and Training: Identify weak agents and ensure that personal attention is given to ensure enhanced performance.
• High Level Complaints: Logging and resolving high level complaints. Ensuring clients issues are completely resolved within good time.
• Ticket/Email volume
• Adherence: All KPA’s and KPI’s must be followed and met for this tier.
• Innovation: Drive the CSA platform and ensure that staff educate customers.
• Achieve set out ticket/email targets as defined by manager and Team Leaders in a timely manner
• Understanding troubleshooting needs and how to implement them using various diagnostic tools
• Communication skills – effective dissemination of technical information to customers as pulled from the various Knowledge Base articles.
• Solid softskills – Following guidelines and polices (department specific) and previous work experience to resolve queries within the parameters of the department policy.
• Ability to register, transfer, update domains and DNS’s – Using the online KB articles, WHOIS, tracerts, ping and telnet.
• Able to login to helm/plesk to update settings – Following KB articles to update records and set up correctly on behalf of the client
• Fully manage user interface (helm/Plesk) of customers and relate this to them via email – Following KB articles, policies and procedures for Hosting
• Establishing ownership of queries that requires follow ups up until point of resolution. The position includes but is not limited to the above KPA’s
• Meeting department Targets
• Effective internal and external communication
• Staff Compliance
• Staff Motivation
• Staff Resources
• Behavior and Performance
• Department policies
• Call answered rate
• Average leetness ratings
• Special Projects
If you meet our requirements, then we will be in touch with you.
Criminal/ Credit/ Qualification and company references will be conducted on successful candidates.
Apply to [email protected]
Apply to this job