Enterprise Support Agent

We Are Setting The Pace

There are not many companies that are truly creating the future they imagined and emerging as category creators, we are not imitators and therefore looking for courageous creators! Clickatell is changing the way consumer and brands are engaging and ultimately how commerce will get done. We are creating the leading Chat Commerce enabler and we are looking for top, self-motivated talent that wants to have an impact.  

We have a collaborative culture in which we dream big and solve complex challenges together in creative ways.  We only accept champions who understand the bigger picture, believe in making a difference and are able to connect the dots to achieve big things.  In our agile and demanding environment, you will be required to collaborate across cultures and time zones, ask the right questions and take the smart risk.  

We call ourselves Champions. Why Champions? We believe it’s not only about what we have done, but what we are doing and going to do.  The way we do things, matter and influences how we drive our organization forward and deliver solutions to our customers.  Watch this space as we blaze a new path while expanding across the globe. 

Purpose

We are looking for a Highflying Enterprise support agent to ensure service availability, performance and to provide customer network services on core equipment. This role provides support services for Technology and other technical teams and serves as an escalation function for Customer Support Agents during after-hours in Clickatell’s 24 x 7 x 365 environment. Reporting to the Team Lead: Enterprise Support based in Cape Town, this role also serves as the after-hour support continuation for Clickatell’s Technical Account Managers and any Enterprise customers nominated by the Sales Leaderships teams, as well as escalation point in cases of emergency.  

We Do the Right Things- Responsibilities of the role

• Maintain and exceed all required customer SLA’s and internal OLA’s 
• Resolve customer queries in a timely and efficient manner
• Monitoring of APIs
• Solving technical queries using advanced knowledge and techniques
• Communicate incidents to internal and external stakeholders
• Initiate and collaborate in the incident management process
• Following outlined internal processes for correct escalation and resolution
• Provide first line user support when required
• Accurately categorise cases for Business Intelligence reporting
• Compile Daily Handover reports
• Participate in product testing
• Guide and train customer support agents 

We Are on A Learning Journey- Requirements of the role: 

• Matric
• ITIL Certified (Foundation V3) Advantageous
• IT Diploma or similar tertiary qualification Advantageous
• Knowledge and Abilities 
• Networking, from Ethernet to IP
• Operating systems, from bare steel to network services.

 

 A Bit About You:

• Team Player: Self-directed and dedicated team player who positively engages with the team to solve. 
• Optimizing Processes: Optimally utilizes the tools and resources available to maximizes output. Conducts day-to-day operations using best practice to achieve effectiveness and accuracy. Continuously reviews and makes recommendations for process improvements.
• Expert Thinker: Equipped with specialist knowledge and makes recommendations that are practical, smart and ready to implement. Remains up-to-date in the industry and offers technical advice, and support to own team and others.
• Effective Problem-Solver: Resourceful, persistent, and creative when solving problems. Able to be analytical and follow a logical process to make decisions. Finds the balance between a good and quick decision through experience and knowledge. Able to present and explain thinking and the resulting decision.
• Connecting Collaboratively: Actively connects to bring cohesion and deliver excellence. Sees the value in working closely with different specialities and teams to ensure all operations are aligned to meet the required objectives.
• Maximizing Awareness: Recognizes emotions and how it affects behavior and relationships. Self-aware and picks up on emotional cues in situations. Self-manages and empowered to show initiative, follow through on commitments, and work well in a team. Listens, reflects, and responds effectively to constructive criticism.
• Enabling Strategy: Implements the action plans in order to produce practical outputs while considering the implication, and consequences for the organization and our customers.
• Action Orientated Mindset: Know-how to skilfully approach technical activities to deliver value. Eager to deliver new or improved solutions to drive the organization forward. Focused on what needs to be done and ensures follow-through on all commitments. 
• Embracing Change: Invites change and stays focused and resilient and chooses responses that are positive when feeling uncertain. Remains flexible, adaptable, and open to opportunities to be innovative. Uses failure as an opportunity to learn and grows. Thinks ahead, anticipates, and acts.
• Driving Delivery: Goal-oriented and monitors processes and systems to ensure tracking towards goals despite challenging and stressful situations. Sets high standards for quality and performance and provides metrics to show improvements as well as real-time variance for effective tracking. 

 

Perks of the Role:

• Medical Aid contribution  
• Pension fund contribution  
• Quarterly performance incentive bonus  
• Risk benefit company contributions 
• Reimbursable communications allowance for internet and mobile phone bills 
• Half-day off on your birthday 
• 5 personal days leave a year, over and above your annual leave  
• Hybrid working with access to office hubs as required. 
• Home office set-up with laptop, monitor and other related items. 

Stronger Together 

Clickatell is unequivocally committed to Diversity, Inclusion and Belonging.  We believe that we are stronger together and that sameness limits our thinking and our opportunities. You are welcome at Clickatell for who you are, no matter where you come from or what you choose to believe. Our platform is for everyone, and so is our workplace. But it isn’t just about a whole lot of different people working together all having their say – it is about us creating a place where we all feel that we belong. It’s in our differences that we will find the power to keep revolutionizing the way the world uses chat technology.