Sindisiwe Mbatha

• Provide efficient and effective support to Webafrica Customers around billing and technical queries via Telephone and WhatsApp Live Chat
• Provide support to Webafrica Customers using remote desktop services or in person in a timely manner
• Troubleshoot internet connectivity problems on all Devices (Desktops, Laptops, Mobile Devices etc.)
• Escalation of Faults beyond 1st Line Support
• Email to Fax configuration
• Router Configuration
• Customer Account Management
• Updating customer records
• Account activations/cancellations
• Account payment management
• Advising customers on account balances
• Account reconciliations
• Credit and debit note management
• Meeting Daily Ticket, Live Chat and Call Targets

• Covering first line-troubleshooting, Remote management of the client’s networks using a system called Putty (Doing port forwarding, Creating Access-List, Changing interfaces, setting up email accounts), Understand the issues involved with administering and maintaining corporate infrastructure, including network
• Connectivity, Internet access, email, etc., Configuring Cisco routers and troubleshooting them., Identify and communicate all customer network faults in a timely and efficient manner to ensure SLA’s are achieved, Ensuring sufficient detail is captured for handover to 2nd Tier support, Facilitate the installation and repair of the Modems or Routers, Take ownership of alerts and reported / assigned problems, Check Physical connections - checking connections, Initiation of the internal and external escalation process, Updating and notifying on all relevant incidents by providing clear, concise and accurate information, Troubleshooting clients request and offering first time resolution of queries, Troubleshooting ADSL, MPLS,SD WAN and FIBRE LINES., Hosting Services (Website / Co-Located & Virtual Servers / Database MySQL & Microsoft / Domains, Troubleshooting mail solution (Hosted exchange, Domain mailboxes), Monitor and track scheduled network maintenance activities, Logging faults with 3rd party vendors, Monitoring clients Links 24/7 to ensure 99.9% up time, Troubleshooting and configuring firewalls, Troubleshooting and logging LTE tickets to vendor

: Logging tickets and escalating to Tier2 and relevant departments (sales, accounts,
installations)
: Assisting Client on how to register on Vuma Portal
: Checking Link if it’s OK to activate package with internet service provider
: Refreshing line