About Us

Reports to: Hosting Manager

Overall purpose & responsibilities of the position:

• Provide superior customer support to all our hosted customers including domain resellers

Minimum Requirements:

• Domain Queries (registrations, transfers, updates – coza/enom)
• Familiar with control panel/admin interface to manage domains
• Experience in DNS (Ability to read/setup various DNS entries)
• Advanced email troubleshooting skills – able to comprehend the routing of email, MX records, firewalls etc.
• Understand and troubleshoot FTP connection errors
• Understand and install most ASP/PHP based CMS’s
• Ability to read, configure and update various config files (ASP/PHP)
• Ability to read, configure and update various config files (ASP/PHP)
• Matric Certification
• 1 year call centre experience

Key Competencies (specific to the job e.g.: attention to detail):

• Motivated and disciplined
• Results orientated
• Customer focussed and brand aware
• Ability to learn continuously

Key Performance Areas (KPA's) (specific duties):

• Customer satisfaction ratings (customer ratings based on call and email interaction)
• NPS
• First Contact Resolution

The position includes but is not limited to the above KPA's

Please send your CV to careers@webafrica.co.za.

Reports to: ADSL Support Manager

Overall purpose & responsibilities of the position:

• The main responsibility of the role is to provide superior customer services and desktop support to all our broadband customers, including Desktops, Notebooks, Wireless, Routers and other broadband service.

Minimum Requirements:

• A minimum of 2-3 years relevant experience
• Matric
• Helpdesk training
• A+ and N+ Certificate or similar qualification

Key Competencies (specific to the job e.g.: attention to detail):

• Meeting deadlines
• Pro active
• Attention to detail
• Problem solving ability
• Flexibility
• Conflict Resolution
• Interpersonal Communication
• Multi-Tasking and Time management
• Technical Literacy
• Innovative
• Analytical
• Basic understanding of call center technology
• Interpersonal Communication
• Call and email management
• Advanced understanding of technical operations
• Strong Business Acumen
• People focused
• Leadership skills
• Resilient

Key Performance Areas (KPA's) (specific duties):

• Provide support to Web Africa end users via the phone, using remote desktop services or in person, and resolve IT support problems in a timely manner
• Meeting email and calls Targets
• Answering of helpdesk telephone calls and ensuring that all ADSL support calls are logged correctly.
• Troubleshooting connectivity problems
• Technical support on mobile devices
• Work performance KPI's and KPA's
• Reporting line related problems
• Email and DNS support
• Ensure that the customer
• Wireless router configuration
• Email to fax configuration
• IS business DSL support

The position includes but is not limited to the above KPA's

• Meeting department Targets
• Internal and external effective communication
• Staff Compliance
• Staff Motivation
• Staff Resources
• Behavior and Performance
• Department policies
• Call answered rate
• Average leetness ratings
• Analyzing and Reporting
• Special Projects
• Training
• Real Time Management
• Coaching and Mentoring
• Quality Assessing
• Facilitating Team Meetings

Please send your CV to careers@webafrica.co.za.