We’re Hiring – Technical Support Agent

Job Title: Support Agent
Reports to:  Head of Support Department
Location: South Africa (Cape Town) & Kenya (Nairobi)

The main purpose of this job is to provide professional support to customers via phone, email and live chats in order to create a positive and memorable customer experience.

Responsibilities

1. Responding to customer queries/concerns, product/service questions and resolving any complaints via phone, email and live chat.
2. Handle walk-in customers and effectively respond to the queries raised and suggest solutions to any issues they may have.
3. Provide accurate, valid and complete information to customers queries by following the laid down company policies and procedures.
4. Follow up with customers to ensure their queries/technical issues are resolved in a timely manner and that they are satisfied.
5. Identify and escalate priority issues to the relevant channels within the shortest time possible.
6. Create customer accounts, create orders and update customer accounts in the Client Management System (WHMCS) while observing extreme caution.
7. Offering solutions to customer issues and converting seemingly dissatisfied customers into frequent/repeat customers.
8. Analyze, document and report any product and service issues that are affecting our customers to your supervisor.
9. Inform our customers about new products and service features, deals and promotions whenever they are available.
10. Gather feedback regarding our products and services from our customers and share with the supervisor.
11. Recommend potential products/services to the supervisor by collecting information from customers and analyzing their needs.
12. Work hand-in-hand with the supervisor to ensure that you’re up to date with the company products, services, policies and procedures to ensure accurate information is provided to customers and that you are continuously enhancing your technical skills.
13. Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every customer you interact with.
14. Maintaining a positive, empathetic and professional attitude towards customers at all times.
15. Other duties assigned by your supervisor.

Skills Required

• Diploma or Bachelor’s Degree in Information Technology or a business-related field.
• Minimum of one (1) year in offering customer support in the IT industry.
• Working knowledge of MS Office applications.
• Excellent communication and presentation skills
• Time Management Skills.
• A team player with strong interpersonal skills.
• Good listening and analytical skills and ability to demonstrate critical thinking
• cPanel Certification (Sign up, it’s free):
  cPanel & Webhosting Fundamentals
  cPanel & WHM System Administrator I
  cPanel & WHM System Administrator II
  cPanel Essentials
  LiteSpeed
  SSL in WHM
  WP Toolkit for cPanel

Personal Attributes

• Persistent and results oriented.
• Ability to manage multiple tasks simultaneously and able to work under pressure.
• Great attention to detail.
• Patient and ability to handle customer rejection.
• Good personal integrity with a high sense of responsibility and accountability.
• Pleasant/people personality.
• Strong work ethics and willingness to learn in all aspects of the position
• A desire to learn and improve skills and knowledge
• Self-confident and Self-motivated.
• Positive Attitude
• Ability to work with difficult customers in difficult situations.
• Strong sense of initiative, requiring little direct supervision.

How to Apply

Send a copy of your CV along with your cPanel certificates to: career[at]hostafrica.com