Internet Service Provider Support Agent (DBN) Are you passionate about providing exceptional customer service and resolving technical challenges? Look no further. BET Software Durban is seeking a skilled Internet Service Provider Support Agent to join our dynamic team. As an ISP Support Agent, you'll play a vital role in assisting customers with Internet connectivity issues, network configurations, and other ISP-related concerns. Your dedication to delivering outstanding service will ensure our customers receive the support they need to thrive in the digital world. Don't miss this opportunity to shine as part of our All-Star team. Apply today.You Bring:Diploma or certification in IT, Computer Science, or related field.Basic understanding of networking concepts and internet technologies.1-2 years of experience in a customer support role, preferably in an ISP or telecommunications environment.Strong understanding of networking concepts, internet technologies, and troubleshooting practices.Strong communication skills, both written and verbal.Patience and the ability to remain calm under pressure.Ability to work flexible hours, including evenings and weekends, as required.Customer-oriented mindset with strong problem-solving skillsAdditional Requirements:Ability to work in a fast-paced environment.Willingness to undergo training and certification in relevant technologies.Knowledge of specific ISP systems and software is a plus.What You’ll Do:Customer Support:Provide first-level technical support to customers via phone, email, or chat.Diagnose and troubleshoot internet connectivity issues, modem/router/wireless related problems, and network configurations.Assist customers in setting up and configuring their internet equipment and software.Resolve technical issues promptly and efficiently, ensuring minimal downtime for customers.Escalate complex technical problems to senior support staff or network engineers when necessary.Follow up with customers to ensure that their issues have been resolved satisfactorily.Documentation and Reporting:Maintain accurate records of customer interactions and technical support cases.Report recurring issues to the technical team for further investigation and resolution.Provide feedback and suggestions for improving support processes and procedures.Customer Education:Educate customers on basic troubleshooting steps and best practices for maintaining a stable internet connection.Provide guidance on upgrading or optimizing their internet service as per their needs.Product Knowledge:Stay up to date with the company's internet service offerings, pricing, and promotional campaigns.Continuously update knowledge of networking technologies, protocols, and industry trends.Proactive Approach:Monitor service performance and proactively address issues to prevent customer impact.Participate in training sessions to improve technical skills and customer service capabilities.Self-study and to improve technical skills and customer service capabilities.Living the Spirit:As an Internet Service Provider (ISP) Support Agent, embodying our company values is integral to your role. Here's how you can live the spirit of our values:Embrace challenges with enthusiasm and a willingness to dive into technical issues head-on. Be proactive in seeking solutions and assisting customers, always ready to lend a helping hand.Approach each customer interaction as a new opportunity to learn and grow. Embrace the dynamic nature of technical support and the thrill of solving complex problems daily.Collaborate closely with fellow colleagues and stakeholders to deliver exceptional service. Share knowledge, insights, and best practices to collectively achieve our goals.Bring your authentic self to work, embracing your unique strengths and qualities. Foster a supportive environment where individuality is celebrated, contributing to a diverse and inclusive workplace culture.The Company We Keep:At BET Software, we don't just recruit talent, we cultivate it. Our learning and development programmes, our various opportunities for growth, and our well-deserved incentives are what keep our All-Star Team the best amongst the rest. 5 people have applied for this job. 141 people have viewed this job. About BET Software BET Software is one of the most diverse betting software providers inSub-Saharan Africa, with a rapidly growing international footprint. Our multiskilledTeam is responsible for providing advanced software solutions, while supportingincredibly high transactional volumes in a fast-paced industry, making BETSoftware a lively and engaging place to be. Our progressive use of technologyenables our talented Team to work with the tech stack of their choice and weencourage an environment and culture that supports collaboration, learning andgrowth. We believe that our strength lies in our diversity and that Teamworkmakes the dream work, a place where you can flourish amongst like-mindedindividuals. We are a dynamic group of people that stem from a variety of cultures,backgrounds and locations. While our head office is based in Umhlanga, SouthAfrica we recruit talent throughout South Africa and Internationally.#J-18808-Ljbffr