Thabang

CLEANER, DRIVER, MESSENGER & HANDMAN

Freelance Customer Support Specialist (Remote)

Answer telephone, video calls and work over chat platforms to address customer concerns on various Products & Services.. Setup Devices from Androids, iOS MultiData Boxes for Cable TV and In-House Surveillance.. Responsibilities can vary from handling Order Information, Billing Issues & Quality Control Problems.. Occasional Data Entry Work falls into my Weekly Scope and KPI’s.. Identifying Customers Needs is pivotal and a First Call Resolution and Customer Support Rating.. Active Listening + Empathy + Resilience is The Recipe for a Happy Client overall.

2nd Tier Support

Focusing on resolving complex Technical MSP Issues escalated from Tier or 3rd Party Vendor.. Deeper Technical Skills were relayed with Customer, Remotely or Driving Out would be 1 of the Solutions.. Advanced Technical Troubleshooting & Resolutions.. Deep Diagnostics from assessing root causes analysis within our Profile Management In-House Systems like JIRA / ZenDesk.. System Administration in managing Active Directories, Group Policies & Microsoft 365 user/mail profile policies, security groups & shared Mailboxes, revoking of Licences etc.. Handling Escalated out of SLA Tickets & Backlog Issues when faced with overwhelming Customer Support Calls.. Triage, Escalations & Prioritization of Local Incidents and Outages endured with various Gauteng POP Sites.. Knowledge Base contributions to improve and share product knowledge with our Teams to maintain or uphold FCR with the Majority of our Inbound Technical Calls.

Operations Service Helpdesk Support

Managing both first and second-level service requests adhering to Service Level Agreements (SLA) and Estimated Time of Arrival (ETA).. Providing IT support for technical issues concerning Microsoft's core Business Applications and Operating Systems.. Assisting in Disaster Recovery Solutions.. Offering technical support for network infrastructure encompassing WAN and LAN Connectivity, Routers (Examples NOKIA &/ MIKROTIK &/ NETGEAR), Firewalls, and Security Surveillance.. Implementing and supporting basic Remote Access solutions such as VPN, Terminal Services, and Citrix.. Monitoring Management Systems, responding to alerts/notifications, and adhering to escalation procedures as per company guidelines.. Maintaining fault records and system documentation for all ICT services provided.. Regularly communicating with customers and operations teams, ensuring they are informed about incident progress and impending changes during any ongoing outages, if necessary.. Systems and Applications offered by 3rd Party Vendors.. Proficient in handling various systems and applications, including workstations, servers, printers, networks, VoIP, access control, CCTV, and diverse hardware and software from multiple vendors.. Dedicated to enhancing customer service, perception, and overall satisfaction.. Known for achieving swift turnaround times for customer requests.. Strong ability to collaborate within a team and communicate effectively and consensually.. Proficient in identifying and escalating service requests that necessitate on-site engineer level support.. Proactive in understanding and familiarizing with processes through completion of assigned training programs.

Broadband Sales & Tier2 C-Fibre Support

Managed and resolved all FTTH (Fibre to the Home) escalations received through the CEO's Helpdesk.. Conducted fibre line inspections, troubleshooting and configured clients' internet services.. Proficient in creating profiles with DHCP/PPPOE credentials.. Demonstrated expertise and familiarity with various routers used by our clients and iConnect's customer base.. Addressed and resolved speed concerns on both WIFI and LAN connections, optimizing channel configurations within the spectrum.. Possessed exceptional interpersonal skills and intuitive abilities to understand and fulfil clients' needs and preferences.. Effectively de-escalated complaints and retained customers by mitigating issues stemming from poor service or recommendations from first-line support.. Delivered professional presentations and resolutions daily.

NOC Escalations (3 Main Pivotal roles)

Ensured optimal service availability and performance for switches, POPs (Points-of-Presence), and aggregate cabinets connected through various manholes.. Managed the provisioning of all customer network services on core equipment, subsequently coordinating with multiple ISPs to ensure timely advice on provisioned services.. Delivered support services for engineering and technical teams, while maintaining contact with clients to follow up on provided remedies.. Supporting ISP Routers for Live Feeds and Spikes [Huawei + Axesstel + NOKIA + MIKROTIK] when Escalated to our Division.. Key Requirements for our Installation Teams.. Intermediate telecommunication skills, cabling (Fibre and UTP), and splicing.. Certifications: Relevant qualifications such as FOA (Fiber Optic Association) or CFOT would be looked into.. Leadership: Strong ability to lead teams, resolve site-related challenges, and manage stakeholders.. Logistics: A valid driver's license and often own reliable transport for traveling to various sites.. NOC Field Agent.. Dispatch and InHouse Escalation: Coordinate with field forces, third-party suppliers, or higher-tier engineers to physically resolve localized infrastructure issues. Should The Site be a P4 VIP Site, we'd avail ourselves to go Onsite and make sure Remedies of The VIP Site are well Managed due TO US [COMPANY] being Visible for The Clients Re-Assurance.

Client Relations Consultant

Responsively handling all inbound requests, queries, and complaints within my client base while taking ownership of assigned tasks.. Promoting the product suits both existing and prospective clients through ongoing product awareness initiatives, personalized interactions, product presentations, upselling strategies, and advocating for service changes when beneficial.. Establishing, nurturing, and expanding customer relationships while taking complete ownership of these connections.. Ensuring accurate and timely updates to the 'Lead Management System' and CRM, incorporating essential information such as sales, technical data, and debtor contacts.. Identifying and mitigating triggers that lead to cancellations by addressing underlying issues. Consistently gathering and incorporating customer feedback throughout all stages of the sales process, maintaining professionalism and improving services based on input received.

2nd Line Support Consultant

Proficient in installing, configuring, and maintaining Neotel wireless devices on the CDMA Network, specializing in 1X, EVDO, and REV-A provisioning, including routers and Prime devices.. Provided comprehensive support for various operating systems including Windows 2000, XP, Vista, Apple Mac OS 10.4, and 10.5.. Offered mailbox exchange support for Neomail Website, Outlook Express, Microsoft Outlook 2000, 2003, 2007, Windows Mail, Apple Mac Mail, Incredimail, Entourage 2004, and Apple Mac systems. Extensive router support spanning Cisco, Billion, Netgear, Huawei, D-Link, WLAN, Hotspots, HSDPA Modems, Dongles & MIKROTIKS.. Efficiently resolved and documented calls using CRM (Customer Relationship Management) with precise details, adhering to Service Level Agreement processes.. Handled subscriber additions on the HLR for activations, managing incoming and outgoing calls. Leveraged Intelligent Network (I.N) for crediting and provisioning MDN on the Neotel Database.

1st Line Team Mentor

Conducted comprehensive skill transfer sessions covering all products and services offered by the company.. Provided expert guidance on relevant troubleshooting steps to resolve issues effectively. Managed escalations and delivered conclusive outcomes to both customers and management. Facilitated On-Job Training (OJT) for newly launched services, ensuring staff readiness and proficiency.. Compiled technical and sales materials aimed at achieving First Call Resolution (FCR) for our first-line support agents.. Conducted blind calls as a mentor to assess the product knowledge and technical skills of first-line agents.. Analyzed Customer Satisfaction (CSAT) statistics and communicated improvement areas to enhance technical agents' performance.

Field Support Engineer

Conducted comprehensive follow-ups on faults logged through our Call Centre Technical TEAMS, across a diverse range of devices such as routers/modems/dongles: CDMA devices, Axestell Routers, WiMAX, FTTH, FTTB, VoIP, CISCO Routers, MIKROTIK Routers, Netgear Routers MBR300, 1X-Ev-Do, and Dial-UP Devices (DuPont & Huawei).. Performed remote pings on BTS sectors/drums to ensure optimal signal projection for clients using REV-A & REV-O spectrum/barrier.. Conducted troubleshooting on faulty units and executed firmware configurations on all CDMA devices as a vital diagnostic step.. Logged faults on Remedy CRITS specifically for redirecting external antennas to improve signal reception for customers experiencing minimal signal strength.. Carried out installation and programming tasks for PABX Systems catering to enterprise and VIP clients at their convenience.. Conducted callouts for third-party devices such as ZTE Data Cards, ensuring prompt support and resolution.. Weekly Schedules with Timestamps where processed on our CRM Systems.. Clients where sent Comms and a Response would validate Times and Dates offered, we'd work around The Client's scheduled convenience, most of the Time.. Coordinates day-to-day telecommunications construction, installation, and maintenance. They manage on-site teams and subcontractors, conduct testing and fault-finding, and ensure all work complies with quality and safety regulations.. Company Branding and Network would be the 1st Step to introduce our Visibility and Planned Work.. Capturing and Interacting with Suburban / Business Park / Township Individuals was our sole and 1st attempt in rendering a solid smooth transition, for installation and luring Customers In.

Technical, Software & Sales Consultant (1st Line Support: Merchants Vodacom Business Unit)

Managed prepaid voucher systems, prepaid balances, talking points, firmware, and contract renewals.. Assisted with SMS issues, phone call concerns, PIN/PUK related queries, and troubleshooting handset issues.. Handled itemized billing inquiries, value-added services, wireless network configurations, and provided technical support for 3G networks.. Provided comprehensive desktop support for all operating systems and addressed Vodafone Live configurations.. Conducted software upgrades and patched missing syntax codes to ensure system integrity and functionality.. Yebo Gogo sales: Contract promotions, mobile contract sales, up-selling of all mobile contracts.

1st Line Broadband Support

Identified and resolved issues while meticulously logging complaints and queries regarding all internet services provided.. Ensured strict adherence to OFCOM rules and regulations governing customer services.. Managed provisioning, troubleshooting, and connections of modems, routers, and hub systems, addressing Wi-Fi spectrum issues as part of the troubleshooting process.. Initiated outbound calls to register glitches and network issues, ensuring comprehensive documentation.. Escalated complaints and provided daily feedback on resolved matters. Conducted signal path checks for effective provisioning of services.. Managed MAC codes by following procedures to filter master sockets for seamless data line service connection, taking ownership of the process.. Prioritized exceptional customer service as a paramount aspect for job retention and success.