Location: Cape Town
Description:
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:
Ideal requirements:
Inherent Characteristics:
Key Performance Areas (KPAs):
The position includes but is not limited to the above KPAs.
Key Competencies:
Please send your CV to:
[email protected]
If you have not received a response from our team in two weeks, please consider your application unsuccessful.
Apply to this job
Description:
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 (call centre experience advantageous)
- Intermediate Email skills (the understanding of email sending/receiving processes and the ability to resolve these queries).
- Flexible to work shift
- Matric Certification
Ideal requirements:
- A+ and N+ Certificate or similar qualification
- Matric Certification
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 (KPAs):
- Understanding domains and how they work – Use of internet to achieve these goals
- Ticket/Email volume – 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 KPAs.
- 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
Key Competencies:
- Meeting deadlines
- Pro active
- Attention to detail
- Ability to grasp new concepts with ease
Please send your CV to:
[email protected]
If you have not received a response from our team in two weeks, please consider your application unsuccessful.
Apply to this job