Business Support Agent

Responsibilities

• Provide first and second line technical support for wireless, fibre, and voice services
• Perform fault diagnosis and troubleshooting for customer-side issues
• Manage tickets and escalate complex issues to Tier 2 or Engineering teams
• Conduct remote support via AnyDesk
• Monitor WhatsApp, calls, and emails to ensure timely client feedback
• Document all interactions and solutions in the Q-Contact ticketing system
• Proactively notify clients of known issues and recurring faults

Requirements

• Experience in an ISP/WISP environment
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP)
• Hands-on experience with MikroTik routers and networking tools
• Experience with Voice and PABX systems
• Grade 12 qualification
• Strong problem-solving and communication skills

Preferred Qualifications

• N+ and A+ certifications
• Working knowledge of the PortaOne platform
• Basic understanding of PC hardware setup and configuration

About the Company

Herotel is a leading provider of wireless, fibre, and voice services, dedicated to connecting communities through reliable internet and communication solutions.