Platinum Agent Jobs in South Africa at MWEB in Gauteng

Job Title: Platinum Agent

Tracking Number JHB1852-JP-CS

Reporting To Platinum Team Manager
Job Type Classification Permanent
Location - Province Gauteng
Division Business

Job Description The Customer Contact Centre division centred in Johannesburg currently has a vacancy for a Platinum Agent who reporting to the Customer Contact Centre Manager will be responsible for delivering the highest quality technical support to Platinum Premier Clients.
Required Skills Job Competencies

• Concern for accuracy
• A willingness to take on responsibility
• A strong focus on targets and objectives
• Customer service orientated
• Excellent communication skills (written and verbal)
• Strong attention to details
• Good problem solving skills
• Ability to use initiative to resolve problems or queries
• Good interpersonal skills and ability to work in a team
• Able to handle irate or difficult customers
• Resilience
• Technical skills to solve problems with Premier Business
• Crisis management skills
• Responsible, punctual and able to work under pressure
• Able to diagnose a problem and proactively implement the solution, or know
when to escalate



Qualifications and Experience

• 2 years helpdesk / call centre experience
• Understanding and enforcement of SLA adherence
• Worked with Workflow / CRM tool
• Thorough knowledge / understanding of the Internet:
- Basic protocols – TCP/IP, FTP, HTTP, SNMP, SSL
- Basic hardware understanding – Cisco and Billion routers, services, switches,
etc.


• Hands on experience of:
- Cisco router leased line and VPN configurations
- Billion router interface
- Linux / Unix advantageous
• A+ level – Basic PC Support
• CCNA essential
• Linux certification would be advantageous
• Advanced network understanding
• Advanced understanding of Unix servers (advantageous)
• ISP experience an essential
Duties & Responsibilities Job Outputs

• Daily interaction with MWEB Platinum clients to answer queries, provide 1st
and some 2nd level support.
• Deal with Unix/Linux queries, information and resolve issues.
• Assist with lower level WAN queries, information and resolve issues.
• Resolve clients problems with out having to send other areas to resolve so
that customers have one point of contact and the problem is resolved
quickly by that person
• Be the primary contact person for all technical queries for specific identified
Platinum customers
• Deal effectively with incoming/outgoing customer calls and written
correspondence that are of a technical nature for Premier products,
providing a consistently high standard of customer experience to PLATINUM
CLIENTS
• Quick handling of reactive IT issues related to current systems (2nd Tier)
• Liaison with software engineers, programmers, help desk, suppliers and
operations to ensure timely resolution of problems
• Respond and resolve remedy calls logged via Premier and IMC for the WAN
desk’s attention
• Maintaining leased line and MPLS routers, Pix Firewalls
• Provide standby support to correct system outages after normal hours
• Liaison with Software engineers, programmers, help desk, suppliers and
operations to ensure timely resolution of problems
Equity Statement
We are committed to Employment Equity when recruiting internally and externally. It is company policy to promote from within wherever possible. Therefore, please be aware that internal candidates will be given first preference.

To Apply:

http://mweb.external.erecruit.co.za/candidateapp/Job.aspx?Page=ViewJob&JobRef=050912-1¶ms=R%2b2ew%2f5fZ0tKIqJg%2bKoUX%2fCiL0EAY%2b6vKJhJQybaAuyXfnR7pf%2fRiwBLjdY5dfB0JJUh%2fkIRD%2fV4%2bElRpXe87x7rbrD16T8YKfWDU7KZE2Q1vagZspr160WowA1C90GB

Deadline: 30th September 2012