ISP Helpdesk Support Agent

About Reflex

Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialise in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients.

Our portfolio of ICT solutions spans various industries. Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions.

On the other hand, our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services.

Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalised service. At Reflex, our clients are at the centre of everything we do, and we’re committed to delivering reliable, jargon-free solutions that drive your success.

About the role

This role aims to proactively and reactively, with urgency, act on alerts related area outages, whilst doing more with less using automation. It is furthermore aimed at Reactive monitoring, detecting, and resolving exception alerts related outages impacting FTTH/B customers(end-users) to restore services ASAP, whilst ensuring timeous, frequent, comprehensive, and professional communication toward resolution. Being the face of the various contracted customers, we represent when dealing with FTTH/B customers.  The scope goes beyond technical support, extending to Sales, Construction and Billing queries or complaints. 

As an ISP Support Agent, you will take ownership of ISP customer service outages or degradations, ISP services support in terms of FTTH and FTTB (small/ medium business) representing our business as an ISP to home users and small/ medium businesses in South Africa and the United States of America, within a Call Centre environment. You will ensure maximum service availability and performance on all core services on core FTTH/ FTTB infrastructure, starting of onboarding of new customers, upgrades, and cancellation. 

As a competent ISP Support Agent, you will work in a fast-paced environment, to provide fast and efficient technical assistance on FTTH/ FTTB Infrastructure as well as home and small business user support (Desktop computers, 0365, etc.). An ISP Support Agent must have good all-round technical knowledge and be able to communicate effectively to understand the incident and find a solution.  

The goal is to create value for customers that will help preserve the company’s reputation and business. 

Key duties and responsibilities:

• Troubleshoot internet related incidents, troubleshooting fibre incidents, Wireless, as well as general desktop, email, and hosting support.


• The extend to unique devices located within the customer’s home, such as Wi-Fi printers, TVs, Smart switches, and devices, etc.


• Ensure an exceptional “ISP experience” to FTTH/ FTTB customer from inception to cancellation. Home users, Small to Medium Businesses


• Participate in Escalation and Prioritization activities, ensuring that the customer incidents receive the appropriate urgency and attention!


• Work closely with our Carrier and Connectivity Business Units pertaining to escalated infrastructure incidents within our control.


• Escalate problems experienced within customer infrastructure, timeously, to the ISP Team Leader or Standby Team.


• Work collaboratively with our project team to onboard new customers.


• Deliver exceptional service to internal and external customers, being the face of Reflex.


• Respond and resolve all incidents in accordance with the SLA.


• Analyze incidents, develop resolutions, and escalate timeously.


• Thoroughly and timeously record incident information, updates, and resolution in the company ITSM, based on standard operating procedures.


• Create or update Knowledge Base articles in our Knowledge Management System (Known Error DB or Wiki)


• Ensure that issues are resolved in line with Reflex Policies, Processes, and ITIL best practice.


• Provide updates to customers with regards to incidents and problems in accordance with our standards


• Track and manage your work via regular ticket updates. Updates to be comprehensive and complete.


• Provide support pertaining to all common and general, including customer unique incidents escalated to the ISP.


• Actively, via trending, identify and escalate any ongoing, unresolved, or business critical problems, such as recurring incidents and Major incidents to your Team Leader, or Manager


• Engage and coordinate with 3rd party vendors (i.e., DFA etc.) to resolve/ update open incidents.


• Identify and suggest possible improvements to processes or systems to your Team Leader


• Keep up to date of modern technologies as well as Reflex SOP and Processes


• Assist in support, configuration, and maintenance of network devices, where required.


• First level support of VoIP technologies to FTTH/ FTTB


• Efficient and complete shift handover at end and start of allocated shift, ensuring around the clock ownership of all customer tickets.

Qualification and Experience:

• Minimum of 4 Years’ Experience as a Mid-Level Support Engineer, within a Call Centre, specifically dealing with international customers. 


• Valid driver’s License and own transport.


• Ability to work shifts. 


• Proven experience as an ISP Support Agent or other customer support role.


• Working knowledge of VoIP technology.


• Knowledge of network cabling, network classification, and network topology 


• Knowledge of various Operating systems, technologies, and peripherals commonly used by home users.


• Tech savvy with working knowledge of office automation products and remote control. 


• Ability to diagnose and resolve technical issues. 
  


• Excellent communication skills.


• Client-oriented, taking complete cradle to grave ownership, and cool-tempered. 


• Ability to work unsupervised.
  


• Strong analytical and problem-solving skills.