Customer Service Analyst

Cool Ideas, leading ISP in Johannesburg requires an Customer Service Analyst  to join our team

Job Description & Key Responsibilities: 

• Provide first-line technical support and troubleshooting for customers
• Log, manage, and track faults with fibre line providers and third-party vendors
• Handle incoming customer calls, assisting with technical and general service-related queries
• Follow up on existing incidents and service requests to ensure resolution
• Maintain a high first-time resolution rate and customer satisfaction
• Accurately capture call details and update tickets in the system

Experience and Knowledge required: 

• Minimum of 24 months call centre experience
• Minimum of 12 months technical support experience
• At least 1...