1st Line Support and Customer Services EngineerLocation: Remote (UK-based)
Type: Full-Time, Permanent
Salary: R25 000
About Us: We are a pioneering remote recruitment agency dedicated to revolutionizing the way companies connect with top-tier talent. Our team blends creativity, innovation, and drive, ensuring we stay at the forefront of remote hiring. We are committed to discovering new ways of thinking and working to deliver unparalleled recruitment solutions.
Role Overview:We are looking for an experienced 1st Line Support and Customer Services Engineer to join our helpdesk team remotely. The ideal candidate will excel in providing exceptional telephone support and resolving technical and customer service queries efficiently.
Key Responsibilities: Handle tickets from users or site operators via email, chat, contact forms, or phone.
Provide basic connectivity advice, device troubleshooting, and manual device authorization.
Guide customers through logging in, authentication, payments, and speed tests.
Ensure first-time solutions whenever possible.
Accurately record customer information in the ticketing software.
Address customer service or billing questions from site operators.
Escalate cases as required following internal procedures.
Manage cases throughout their life cycle, keeping customers updated on progress.
Process new consumer orders and perform recurring tasks and daily checks.
Key Skills, Experience, and Qualifications:Essential: Minimum 1 year of technical support experience within an ISP or managed service provider.
Excellent telephone manner and customer service skills.
Strong written communication skills.
Flexibility and resilience when dealing with difficult customers.
Ability to work under pressure and maintain focus during busy periods.
Methodical work approach and strong analytical problem-solving skills.
Quick learner with the ability to use process-driven troubleshooting techniques.
Comprehensive knowledge of equipment requiring Wi-Fi connectivity (PCs, tablets, phones, gaming consoles, smart TVs).
Desired: Previous experience with MikroTik and Ubiquiti.
Networking qualifications (CompTIA A+, Network+, JCNA/CCNA/MTCNA).
Knowledge of computer networking.
Experience working in a WISP.
Basic home router configuration skills (changing channels, frequencies, SSID, IP configuration, PPPoE).
Personal Attributes: Exceptional customer service skills and the ability to exceed customer expectations.
Calm under pressure with the ability to manage frustrated customers.
Self-motivated with excellent prioritization skills.
Strong attention to detail and logical problem-solving abilities.
Excellent communication and relationship-building skills.
Highly organized and able to work both independently and within a team.
Flexible and reliable, thriving in a busy, customer-focused environment.
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