Business Support Specialist

Herotel Business is inviting applications for the Business Support Specialist position to be based in Tshwane

PURPOSE OF THE ROLE:

The Business Support Specialist plays a key role in delivering advanced technical assistance and ensuring a high standard of customer satisfaction. This role focuses on providing in-depth troubleshooting, supporting complex customer setups, and driving first-time resolution of support requests. The specialist will be responsible for handling escalated technical issues that require strong expertise in networking and routing, applying their knowledge to resolve problems efficiently and effectively. With a minimum of 3 years’ experience in a networking environment, the Business Support Specialist is expected to demonstrate advanced technical proficiency, excellent problem-solving skills, and the ability to work collaboratively with both customers and internal teams.

Key Performance Areas would include, but are not limited to:

• Provide advanced troubleshooting and resolution for complex technical issues.
• Support advanced customer setups, including networking and routing configurations.
• Strive for first-time resolution of support tickets to improve customer experience and reduce repeat escalations.
• Act as an escalation point for frontline support teams, offering guidance and expertise.
• Collaborate with internal teams to identify, escalate, and resolve systemic issues.
• Document troubleshooting steps, solutions, and best practices for internal knowledge sharing.
• Stay current with industry trends, technologies, and best practices in networking and routing.
• Contribute to process improvements that enhance support efficiency and service delivery.
• Fault Diagnosis and Troubleshooting.
• Remote support via Any Desk to customers.
• Ticket Management and Escalation.
• Customer Interaction and Communication.
• Call Handling and Triage.
• Timely Client Feedback.
• Communicate directly with VIP clients via WhatsApp, providing timely updates, personalized support, and proactive notifications for known issues.
• Identify recurring issues and log them for problem management or system improvement.
• Collaborate with CNOC or Core Engineering teams on complex fault investigations.
• Follow escalation matrix and maintain documentation of escalated cases for audit purposes.
• Stay up to date with product changes, network upgrades, and new troubleshooting methods.
• Ensure all actions and communications comply with company policies, SLAs, and privacy regulations (e.g., POPIA or GDPR if relevant).
• Maintain proficiency in the use of support tools including ticketing platforms, diagnostic portals, and remote access tools.

Key Outputs:

• Resolve customer queries within SLA.
• Maintain customer satisfaction score of 90% or higher.
• Maintain Call/Email answer rate of 95% or higher.
• Record all support interactions and solutions in the ticketing system (Q-Contact) in a timely and accurate manner.
• Contribute to knowledge base articles by documenting common fixes and troubleshooting steps.
• Achieve 100% ticket resolution within 24 hours to meet customer service targets.
• Maintain a first-time resolution rate reducing repeat support queries.
• Contribute to the achievement of team KPIs by delivering timely, high-quality support.

The successful candidate must have the following experience/skills:

• Experience in ISP, telecommunications, or enterprise networking environments.
• Voice and PABX experience, including Advanced configuration, troubleshooting, and support of telephony systems.
• Working knowledge of PortaOne platform (advantageous).
• Strong knowledge of TCP/IP, routing protocols, VPNs, and network security principles.
• Proven ability to troubleshoot and resolve complex networking issues.
• Experience working in customer support or technical escalation roles.
• Excellent communication skills with the ability to explain technical concepts clearly.
• Ability to work independently and collaboratively in a fast-paced environment.
• At least 3 Years experience working in a networking environment.
• Experience with other vendor technologies (e.g., Huawei, Ubiquiti, Fortinet).
• Strong understanding of fibre networks and wireless RF technologies.

Qualification requirements:

• Grade 12 is required.
• N+and A+ certifications are advantageous and will be considered a strong asset.
• Mikrotik Certification (essential)

PLEASE NOTE:

• Preference will be given to Previously Disadvantaged Individual candidates in line with Herotel’s Employment Equity Plan.
• Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information.
• Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.