Herotel Eden

We would like to wish everyone a Happy New Year and blessed 2023! 🧡

Our Teams took their initiative in the Oudtshoorn community over the Christmas weekend. True Christmas Spirit is about spreading joy and laughter. We are blessed to have interacted with many families and even met a little girl who proudly shared with us that she has survived lung cancer! 🎄🎅🏽 She is a true Hero! 🧡

We would like to thank our loyal customers for all the support this year, we wish you and yours all the very best over the festive season. 🎅🎄

Our teams have been feeling the Christmas spirit! It's only fair we share that feeling with you, so our team gifted sweetie packs to the kiddies around Beaufort West. Have a jolly holiday everyone. 🎄🎅🏽

HAPPY FESTIVE SEASON! 🎅🏽🤶🏽

We hope that you spend some time with your family and loved ones.

If you cannot make it to your loved ones, you can always reach them on a video call and chat for hours with our uncapped internet, the gift that just keeps on giving! 🎁

Our teams were feeling very motivated due to all the Load Shedding, with some hours to spare a spontaneous initiative emerged where our teams did a quick park clean up. Together our team managed to fill 7 black bags! 🗑

To our Heros in orange, thank you! 🧡

𝐋𝐀𝐒𝐓 𝐂𝐇𝐀𝐍𝐂𝐄! 🔥

Don't miss out on our extended Black Friday offers. 📲

Get 50% off for your wireless installation, and get 50% off any wireless package on a 24-month contract for the first 3 months. Sign-up by midnight Friday the 2nd December 2022. 🎉

Visit one of our local offices in your area or contact us on 087 537 1555. Lets get YOU today! 😁

T&C Apply.

𝐋𝐀𝐒𝐓 𝐂𝐇𝐀𝐍𝐂𝐄! 🔥

Don't miss out on our extended Black Friday offers. 📲

Get 50% off any Fibre package on a 24-month contract for the first 6 months. Sign-up by midnight Friday the 2nd December 2022. 🎉

Visit one of our local offices in your area or contact us on 087 537 1555. Lets get YOU today! 😁

T&C Apply.

𝐁𝐥𝐚𝐜𝐤 𝐅𝐫𝐢𝐝𝐚𝐲 𝐄𝐗𝐓𝐄𝐍𝐃𝐄𝐃! 🔥

Get 50% off for your wireless installation, and get 50% off any wireless package on a 24-month contract for the first 3 months.

Sign-up by midnight Friday the 2nd December 2022. 😁

Visit one of our local offices in your area or contact us on 087 537 1555.

Lets get YOU today! 🥳

T&C Apply.

𝐁𝐥𝐚𝐜𝐤 𝐅𝐫𝐢𝐝𝐚𝐲 𝐄𝐗𝐓𝐄𝐍𝐃𝐄𝐃! 🔥

Get 50% off any Fibre package on a 24-month contract for the first 6 months.
Sign-up by midnight Friday the 2nd December 2022. 😁

Visit one of our local offices in your area or contact us on 087 537 1555.

Lets get YOU today! 🥳

T&C Apply.

Join Us Tonight For A Slow Down Market! 😁

We will be at: 7 Hoepoe Avenue Sedgefield, by the Dutch Reformed Church grounds from 3pm till 8pm. 🔥

𝐘𝐨𝐮 𝐚𝐬𝐤𝐞𝐝 𝐟𝐨𝐫 𝐢𝐭, 𝐇𝐞𝐫𝐨𝐭𝐞𝐥 𝐁𝐥𝐚𝐜𝐤 𝐅𝐢𝐛𝐫𝐞 𝐅𝐫𝐢𝐝𝐚𝐲 𝐢𝐬 𝐇𝐄𝐑𝐄! 🔥

Get 50% off any Fibre package on a 24-month contract for the first 6 months.

Sign-up by midnight Friday the 25th November 2022. 😁

Visit one of our local offices in your area or contact us on 087 537 1555

Lets get YOU today! 🥳

T&C Apply.

𝐘𝐨𝐮 𝐚𝐬𝐤𝐞𝐝 𝐟𝐨𝐫 𝐢𝐭, 𝐇𝐞𝐫𝐨𝐭𝐞𝐥 𝐁𝐥𝐚𝐜𝐤 𝐖𝐢𝐫𝐞𝐥𝐞𝐬𝐬 𝐅𝐫𝐢𝐝𝐚𝐲 𝐢𝐬 𝐇𝐄𝐑𝐄! 🔥

Get 50% off for your wireless installation, and get 50% off any wireless package on a 24-month contract for the first 3 months.

Sign-up by midnight Friday the 25th November 2022. 😁

Visit one of our local offices in your area or contact us on 087 537 1555

Lets get YOU today! 🥳

Herotel Eden

𝐈𝐬 𝐢𝐭 𝐁𝐥𝐚𝐜𝐤 𝐅𝐫𝐢𝐝𝐚𝐲 𝐲𝐞𝐭??? 𝐖𝐚𝐭𝐜𝐡 𝐭𝐡𝐢𝐬 𝐬𝐩𝐚𝐜𝐞... 🔥

Herotel Black Friday launching in 24 hours! ⏰

Herotel Eden Herotel began its journey in 2015 with the dream of connecting all South Africans to faster, more affordable internet. In 2020, we united 19 of South Africa's top Internet Service Providers to bring you bigger and better internet.

Beaufort West, Our office is OPEN and our friendly staff are ready to get YOU connected to Fast, Reliable Fibre Internet! 🧡

Visit our office at Shop R, Checkers Square, and experience why we are the preferred fibre provider in your area!

Alternatively, visit our website at www.herotel.com to sign up, contact us at 0875371555 or send us an email at [email protected]

Let's get YOU connected!

We have been alerted to the fact that our name is being used as part of a scam involving the giving away of cellphones. This is not a Herotel competition, and we urge all our customers to be wary of this scam!

Herotel will NEVER do the following in regards to competitions:

- Ask for your credit card details as part of a competition
- Ask for your username or passwords
- Ask for a one time pin (OTP)

Competitions are only run through www.herotel.com or on one of our official pages. Please be wary, and alert us should you see a new scam that could hurt yourself or members of your community

Herotel Eden

All the best to Neels Vosloo and Rikus Fourie of VoslooR motorsport with this weekend's Algoa Rally Club's Round 6 and 7 of the 2022 Championship.

It's the last two rounds of the 2022 season and we look forward to an exciting time in and around the Kouga area for tonight's high speed night stages and tomorrow's day stages in the forest.

For more details on the rally starting today, through till tomorrow, please visit Algoa Rally Club's page for all the details and times where you can see the action unfold.

Don't forget to join us this afternoon at 4:30pm, at Fountains Mall in Jeffreys Bay, for the official signing session with your favourite rally competitors, including Neels and Rikus! We'll also be giving away FREE Herotel/Hella/VoslooR posters during the signing session!

If you are able to head through to Kouga this weekend, we'll see you there!

Herotel Eden Herotel began its journey in 2015 with the dream of connecting all South Africans to faster, more affordable internet. In 2020, we united 19 of South Africa's top Internet Service Providers to bring you bigger and better internet.

Want Fast, Reliable Internet? Fibre | Wireless | Internet - Herotel

Need Great Internet for streaming your favourite movies and series?🍿

We have fast, reliable and Uncapped Internet packages for every need you may have.

Do you stream series on Netflix and watch YouTube occasionally? We have a package fit for you!

Simply contact us at 0875371555 or send us your details, and we will contact you.

Let's get YOU connected!

Want Fast, Reliable Internet? Fibre | Wireless | Internet - Herotel Herotel is the largest fixed wireless internet service provider in South Africa. We connect over 100 000 home and business users to the internet across more than 400 towns and cities.

On Sunday 16 October supported Heidedal Primary School's Golf Day at George golf club. ⛳️🏌️This is the only part of golf that should be above par!

On Saturday 15 October, Herotel braved the storms in George to assist in the annual OCC race⛈. Some Heroes don't wear capes, they wear orange! 🦸‍♂️

Herotel Eden

Oudtshoorn... YOU can WIN a 1-year free internet connection with HEROTEL!!

Here is how you can win:

Step 1: Draw/design your favourite Superhero with orange colours.

Step 2: Send your drawing, along with your Name, Surname, Age and address via
WhatsApp to 0609234660.

Step 3: Keep a close eye on our page to see if you are our lucky winner.

You need to be 16 years or younger to participate.
Terms and Conditions apply- Competition closes on 21 October 2022
Winner's Family or Guardian to receive connection subject to fibre network availability

Herotel Eden Herotel began its journey in 2015 with the dream of connecting all South Africans to faster, more affordable internet. In 2020, we united 19 of South Africa's top Internet Service Providers to bring you bigger and better internet.

We are proud to be connecting another school in the Joubertina community with Fast and reliable HERO FIBRE!

With your support for our Internet, along with the experience and tools we have gained from building Wireless and Fibre networks across South Africa, we have been able to assist local communities.

Let's get YOU connected, Sign up on Herotel.com or contact us at 0875371555.

Our Team from Joubertina participated in a golf day in aid of the Zanethemba Charity Foundation on Friday. 🏌

We are so proud to participate in charity events that help the local communities.

Let us connect you to the internet you deserve, visit our local offices in your area or sign up on our website at www.herotel.com

We are proud to have connected the Karoo to Coast Mountain Bike Race on Sunday 25 September 2022!

We provided the Hotspot for an excellent race weekend with the start in Uniondale and finish in Knysna.

Visit our local offices in your area or our website at www.herotel.co.za to get CONNECTED.

🇿🇦Happy Heritage Day🇿🇦

We hope you have a wonderful day, connecting with your loved ones, friends and colleagues!

Our Heros at our Grahamstown branch are celebrating Heritage Day in style! 🇿🇦🇿🇦

We are proud to provide all our customers representing all cultures with Fast, Reliable Wireless and Fibre internet.

Let's get YOU connected!

Visit one of our local offices in your area or visit our website at www.herotel.com

We are excited to be partnering with the Karoo to Coast mountain bike challenge on Sunday 25 September 2022.

Connect to our 𝗙𝗥𝗘𝗘 𝗪𝗶𝗙𝗶 Hotspot at the start in Uniondale and the finish in Knysna!

Let's get YOU connected to the wireless and fibre internet you deserve.

Visit our local office in your area or visit our website at www.herotel.com to find out more.

𝗛𝗲𝗹𝗽𝗱𝗲𝘀𝗸 𝗔𝗴𝗲𝗻𝘁 - 𝗧𝗶𝗲𝗿 𝟮

Applications are invited for the above-mentioned position to be based in Gqeberha/George.

Applications to be sent to:
If interested and meet all requirements, please forward your CV to [email protected]

(Reference: HEL013)

𝗣𝗨𝗥𝗣𝗢𝗦𝗘 𝗢𝗙 𝗧𝗛𝗘 𝗥𝗢𝗟𝗘:

Tier 2 Helpdesk Agents provide first and second line, as well as core advanced customer support. This includes escalations from Tier 1 Agents, advanced troubleshooting, and acting as shift team captain as assigned. Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network related queries pertaining to various hardware (a wireless router or access point), and occasionally VOIP (Voice over IP). The Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, Distant-Desktop, RouteThis and e-mail), using Herotel’s ticketing and tracking systems. Calls that cannot be resolved are escalated appropriately. Tier 2 Agents may also be required to support the shift teams, providing guidance and support as the team captain. The career path for Tier 2 Helpdesk Agents within Herotel includes Helpdesk Helpdesk Team Leader, NOC (Network Operations Centre) Department Network Engineer and Team Leader, or Field Operations.

𝗞𝗲𝘆 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 𝗔𝗿𝗲𝗮𝘀 𝘄𝗼𝘂𝗹𝗱 𝗶𝗻𝗰𝗹𝘂𝗱𝗲, 𝗯𝘂𝘁 𝗮𝗿𝗲 𝗻𝗼𝘁 𝗹𝗶𝗺𝗶𝘁𝗲𝗱 𝘁𝗼:

Customer first and second line customer support:
•Offer first and second call resolution support to customers via telephone, WhatsApp, Webchat, Distant-Desktop, Route-this and e-mail, including escalations from Tier 1 Agents.
•Provide more advanced customer support including common mid-level technical questions such as local systems set-up, local network issues, compliance with data standards and applying technical solutions to issues that have established resolution methods.
•Assist walk-in clients where applicable.
•Screen incoming calls, redirecting them to the correct departments, and recording as well as passing on clear messages when required.
•Log requests through Herotel’s ticketing system, manage ticket queue to ensure optimal support, and update ticket status daily or as required.
•Attempt to resolve the issue permanently on first call and on the same day, including following up and providing regular (minimum hourly, and no less than daily) feedback to customers.
•Regularly check Microsoft Teams & WhatsApp for messages requiring call backs.

Troubleshooting, problem solving and monitoring:
•Gather information through analytical trouble shooting or problem research to determine the nature of faults (including determining whether the fault is a customer side or WAN fault).
•Make use of troubleshooting tools such as tracert, ping, bandwidth test and Route This.
•Monitoring of Network using PRTG and Zabbix.
•Where the call cannot be resolved, escalate the call timeously to the correct person or team (Team Leader/Team Captain or Technical, NOC, RF (Radio Frequency), Fibre, or Field Ops teams).
•Identify trends with incoming calls, issues, and support requests, and escalate them to the Team Captain or Team Leader immediately

Customer-side faults:
•Provides basic to advanced troubleshooting on customer-side faults, including password changes, usage reports, application login problems for all value-added services such as VOIP (Voice over IP) and email).

Internal/network faults:
•Identify network issues (e.g. uplink problems, such as a backhaul upstream service provider problem, a fibre PON failure, or a wireless tower failure) through gathering information and troubleshooting, and escalate to NOC through ticketing system.
•Assist Field Technicians remotely with troubleshooting, configuration & service credentials (username and password).
•Develop wireless infrastructures and make recommendations on systems enhancements for optimizations.

Team support:
•Support and assist with the development, training, and upskilling of Tier 1 agents.
•Act in the role of shift captain, when assigned, to support the smooth operations and optimal customer support during each shift.
•Provide support to Helpdesk Teams by assisting with ticket backlogs when required.
•Adhere to and contribute to internal technical documentation and knowledgebase.
•Reporting back regularly on ad hoc requests for data capturing relating to specific projects or assignments.
•Work in a team and collaborate to improve customer support.
•Research and remain up to date with current industry and technologies and share learnings with the team.
•Become familiar with department policies and SOPs (Standard Operating Procedure).
•Learn to use company software programmes, tools.
•Attend and participate in team MOS (management operating systems) meetings.

𝗧𝗵𝗲 𝘀𝘂𝗰𝗰𝗲𝘀𝘀𝗳𝘂𝗹 𝗰𝗮𝗻𝗱𝗶𝗱𝗮𝘁𝗲 𝗺𝘂𝘀𝘁 𝗵𝗮𝘃𝗲 𝘁𝗵𝗲 𝗳𝗼𝗹𝗹𝗼𝘄𝗶𝗻𝗴 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲/𝘀𝗸𝗶𝗹𝗹𝘀:

•Leadership potential
•Analytical thinking
•Communication skills (verbal and written)
•Customer orientation (building rapport, handle complaints)
•Continuous learning ability (including technical aptitude)
•Decision making
•Follow up
•Problem solving and resolution
•Teamwork
•Inter-personal relations
•Employee development
•Time management
•Networking, ICT and Telecommunications technology and industry knowledge.
•Proven knowledge and understanding of TCP/IP, DNS, DHCP, Tunnels, routers, and switches.
•Troubleshooting skills in a networking environment.
•Advanced understanding of PC hardware setup and configuration advantageous.
•Layer 2 switching knowledge/ability advantageous.
•Knowledge of Mikrotik, Cambium, Ubiquiti and Totolink hardware.
•Work independently, including remotely (when required).
•Willing and able to work shifts, including evenings and weekends.
•Work under pressure and according to specific call resolution targets.
•Microsoft Office (outlook, Teams – required, Word and Excel advantageous).
•Coach and train Tier 1 Agents and other team members on the job.
•Proficient in English (written and verbal), second language preferable.

𝗤𝘂𝗮𝗹𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀

•Grade 12 / Senior Certificate.
•N+ & A+ certification, or a minimum of 3 years’ experience in an Internet Service Provider helpdesk
call center or ticketing environment.
•Min 3-year of experience working with Wireless and Wi-Fi Routers.
•Additional ICT qualification (including MTNCA) advantageous.

All applicants to provide a detailed CV, motivational letter, copies of qualifications, copy of ID.

𝗣𝗟𝗘𝗔𝗦𝗘 𝗡𝗢𝗧𝗘:

•Preference will be given to Previously Disadvantaged Individual candidates, in line with Herotel’s Employment Equity Plan.
•Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information.