Herotel Eden
Nearby businesses
Foundry Street
Nelson Mandela Boulevard Business Park
Merriman Street
6529
Ossie Urban Street
Victoria Street
Memorium Street
6529
George
Mitchell Street
York Street
Commercial Close
Market Street
C/O Mitchell & Courtney Street
Comments
๐ฅ๐ฒ๐ฎ๐๐ผ๐ป #๐ฌ๐ญ: Our Hero Fibre Internet is made from superior, industrial grade optical Fibre, which means you get 100% real, true uncapped Internet with no middle men.
To find out more about our Hero Fibre and why it is the Internet you have been waiting for - and deserve, feel free to contact us ๐ง๐ข๐๐๐ฌ on 044 813 5000 or [email protected]
We look forward to hearing from you and having you join our connected, Herotel family.
Get connected with Hero Fibre to receive fast and affordable uncapped internet! ๐
๐ฉ๐ถ๐๐ถ๐ www.herotel.com/hero-fibre/ or contact us on 044 813 5000 ๐ง๐ข๐๐๐ฌ!
Congratulations to the ๐๐ฒ๐ฟ๐ผ ๐๐ถ๐ฏ๐ฟ๐ฒ ๐ฐ๐๐๐๐ผ๐บ๐ฒ๐ฟ, ๐๐๐ป๐ฒ๐๐๐ฒ ๐ฃ๐ผ๐๐ด๐ถ๐ฒ๐๐ฒ๐ฟ. We hope you enjoy your Lindt Bunny chocolate. There is sure enough chocolate for the whole family๐.
We will be in contact with you soon to arrange collection or delivery of the prize.
Thank you to all our connected Herotel Fibre customers for signing-up and participating. You are all Hero's๐ช๐ป
Follow our social media pages to stay updated for more competitions in the future!
Congratulations to the ๐๐ฒ๐ฟ๐ผ ๐ช๐ถ๐ฟ๐ฒ๐น๐ฒ๐๐ ๐ฐ๐๐๐๐ผ๐บ๐ฒ๐ฟ, ๐ฅ๐ถ๐๐ฎ ๐ฉ๐ฎ๐ป ๐๐ถ๐น๐ท๐ผ๐ป We hope you enjoy your Lindt Bunny chocolate. There is sure enough chocolate for the whole family๐.
We will be in contact with you soon to arrange collection or delivery of the prize.
Thank you to all our connected Herotel Wireless customers for signing-up and participating. You are all Hero's๐ช๐ป
Follow our social media pages to stay updated for more competitions in the future!
Applications are invited for the above-mentioned position to be based in Gqeberha/George.
๐ฃ๐จ๐ฅ๐ฃ๐ข๐ฆ๐ ๐ข๐ ๐ง๐๐ ๐ฅ๐ข๐๐: The Installer Technical Support Agent is responsible for supporting the Field Technicians daily with installations, callouts, and surveys. Ensure a high level of quality workmanship by constant evaluation of info provided by the Technicians.
๐๐ณ ๐ถ๐ป๐๐ฒ๐ฟ๐ฒ๐๐๐ฒ๐ฑ ๐ฎ๐ป๐ฑ ๐บ๐ฒ๐ฒ๐ ๐ฎ๐น๐น ๐ฟ๐ฒ๐พ๐๐ถ๐ฟ๐ฒ๐บ๐ฒ๐ป๐๐, ๐ฝ๐น๐ฒ๐ฎ๐๐ฒ ๐ณ๐ผ๐ฟ๐๐ฎ๐ฟ๐ฑ ๐๐ผ๐๐ฟ ๐๐ฉ ๐๐ผ [email protected]
(Reference: ITSA004)
๐๐ฒ๐ ๐ฃ๐ฒ๐ฟ๐ณ๐ผ๐ฟ๐บ๐ฎ๐ป๐ฐ๐ฒ ๐๐ฟ๐ฒ๐ฎ๐ ๐๐ผ๐๐น๐ฑ ๐ถ๐ป๐ฐ๐น๐๐ฑ๐ฒ, ๐ฏ๐๐ ๐ฎ๐ฟ๐ฒ ๐ป๐ผ๐ ๐น๐ถ๐บ๐ถ๐๐ฒ๐ฑ ๐๐ผ:
โขSupply FTTH allocations to Installers.
โขEscalate any FTTH allocation issues and follow up until resolved.
โขMaintain all FTTH allocation records into the applicable systems.
โขProvide Wireless and Fibre installation data to Installers โ do installation planning.
โขDo WiFi planning for each applicable installation.
โขApprove installations according to signal specifications. Evaluate photos sent by Technicians
โขfrom site for quality and advise accordingly.
โขAssist the Installers and Technicians with advanced troubleshooting where problems occur.
โขAssist the Installers and Technicians with advanced setups in the field during the install.
โขAdvising Sales in quotations for large, complicated installations.
โขEnsure each installation is done according to the installation SOP provided.
โขDo quality control after each installation.
๐ง๐ต๐ฒ ๐๐๐ฐ๐ฐ๐ฒ๐๐๐ณ๐๐น ๐ฐ๐ฎ๐ป๐ฑ๐ถ๐ฑ๐ฎ๐๐ฒ ๐บ๐๐๐ ๐ต๐ฎ๐๐ฒ ๐๐ต๐ฒ ๐ณ๐ผ๐น๐น๐ผ๐๐ถ๐ป๐ด ๐ฒ๐ ๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒ/๐๐ธ๐ถ๐น๐น๐:
โข1-2 yearsโ experience in the following areas: Mikrotik, Ubiquiti, Cambium.
โข2 years Field Technician experience.
โขEffective planning skills.
โขGood communication skills.
โขGood administrative capabilities.
โขTime managing skills.
โขWell disciplined.
โขMust be able to work under pressure.
โขMust be medically fit.
โขMust have a driverโs license.
โขAdequate knowledge of RF protocols.
โขAdequate knowledge of Fibre.
๐ค๐๐ฎ๐น๐ถ๐ณ๐ถ๐ฐ๐ฎ๐๐ถ๐ผ๐ป๐:
โขGrade 12 or equivalent qualification at NQF Level 4.
โขSpecialized certifications would be an advantage.
๐๐น๐น ๐ฎ๐ฝ๐ฝ๐น๐ถ๐ฐ๐ฎ๐ป๐๐ ๐๐ผ ๐ฝ๐ฟ๐ผ๐๐ถ๐ฑ๐ฒ ๐ฎ ๐ฑ๐ฒ๐๐ฎ๐ถ๐น๐ฒ๐ฑ ๐๐ฉ, ๐บ๐ผ๐๐ถ๐๐ฎ๐๐ถ๐ผ๐ป๐ฎ๐น ๐น๐ฒ๐๐๐ฒ๐ฟ, ๐ฐ๐ผ๐ฝ๐ถ๐ฒ๐ ๐ผ๐ณ ๐พ๐๐ฎ๐น๐ถ๐ณ๐ถ๐ฐ๐ฎ๐๐ถ๐ผ๐ป๐, ๐ฐ๐ผ๐ฝ๐ ๐ผ๐ณ ๐๐.
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.
Applications are invited for the above-mentioned position to be based in George. This person will report to the Team Leader - Sales.
๐ฃ๐จ๐ฅ๐ฃ๐ข๐ฆ๐ ๐ข๐ ๐ง๐๐ ๐ฅ๐ข๐๐: The Sales Agent will be responsible for selling Fibre and Wireless connectivity products primarily to the Residential market. The role also requires actively calling on potential new clients such as pole hosts, residential estates, and other communities. An important aspect of the job is maintaining good customer relationships, accurate communication, and excellent product knowledge.
๐๐ณ ๐ถ๐ป๐๐ฒ๐ฟ๐ฒ๐๐๐ฒ๐ฑ ๐ฎ๐ป๐ฑ ๐บ๐ฒ๐ฒ๐ ๐ฎ๐น๐น ๐ฟ๐ฒ๐พ๐๐ถ๐ฟ๐ฒ๐บ๐ฒ๐ป๐๐, ๐ฝ๐น๐ฒ๐ฎ๐๐ฒ ๐ณ๐ผ๐ฟ๐๐ฎ๐ฟ๐ฑ ๐๐ผ๐๐ฟ ๐๐ฉ ๐๐ผ [email protected]
(Reference: SAL014)
๐๐ฒ๐ ๐ฃ๐ฒ๐ฟ๐ณ๐ผ๐ฟ๐บ๐ฎ๐ป๐ฐ๐ฒ ๐๐ฟ๐ฒ๐ฎ๐ ๐๐ผ๐๐น๐ฑ ๐ถ๐ป๐ฐ๐น๐๐ฑ๐ฒ, ๐ฏ๐๐ ๐ฎ๐ฟ๐ฒ ๐ป๐ผ๐ ๐น๐ถ๐บ๐ถ๐๐ฒ๐ฑ ๐๐ผ:
โขCalling on residential customers in the region to sell the Companyโs Fibre and Wireless products, including signing up of pole hosts and residential estates.
โขAnswering incoming sales calls and process leads.
โขAchieving personal monthly sales objectives and KPIs as set by Management.
โขMaintaining the Companyโs customer base via effective account management principles.
โขGrowing the Companyโs customer base via identification of new opportunities and converting those opportunities into new clients.
โขTracking and reporting key personal sales metrics on a daily basis.
โขMeticulous lead generation and sales pipeline management.
โขMeticulous management of tickets and leads.
โขConducting desktop feasibility studies and site surveys for customers (Fibre/Wireless).
โขEnsuring strict adherence to all SOPs and other internal processes & procedures.
โขCapturing customer information, orders, invoices, compliances, and all related information accurately on DataTill.
โขAttending and assisting with marketing events where required.
โขActively communicate of key competitor activities.
โขEmbodying the highest levels of professionalism, integrity, honesty, and adherence to company policies and procedures.
โขEffectively following-through of all tasks assigned by Management.
โขAlways portraying the company to stakeholders in a positive manner.
๐ง๐ต๐ฒ ๐๐๐ฐ๐ฐ๐ฒ๐๐๐ณ๐๐น ๐ฐ๐ฎ๐ป๐ฑ๐ถ๐ฑ๐ฎ๐๐ฒ ๐บ๐๐๐ ๐ต๐ฎ๐๐ฒ ๐๐ต๐ฒ ๐ณ๐ผ๐น๐น๐ผ๐๐ถ๐ป๐ด ๐ฒ๐ ๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒ/๐๐ธ๐ถ๐น๐น๐:
โขMinimum 2-3 years Sales and Technical experience (Telecoms/IT space).
โขProven sales record.
โขOwnership โ able to take responsibility, troubleshoot problems and work with teams.
โขAbility to work under pressure and comfortable operating in a fast-changing environment.
โขAble to cultivate trust and credibility and maintain strong working relationships.
โขRelationship building skills.
โขGood negotiation and deal closing skills.
โขExcellent communication and presentation skills.
โขSelf-management & time management skills.
๐ค๐๐ฎ๐น๐ถ๐ณ๐ถ๐ฐ๐ฎ๐๐ถ๐ผ๐ป๐:
โขGrade 12 is required.
๐๐น๐น ๐ฎ๐ฝ๐ฝ๐น๐ถ๐ฐ๐ฎ๐ป๐๐ ๐๐ผ ๐ฝ๐ฟ๐ผ๐๐ถ๐ฑ๐ฒ ๐ฎ ๐ฑ๐ฒ๐๐ฎ๐ถ๐น๐ฒ๐ฑ ๐๐ฉ, ๐บ๐ผ๐๐ถ๐๐ฎ๐๐ถ๐ผ๐ป๐ฎ๐น ๐น๐ฒ๐๐๐ฒ๐ฟ, ๐ฐ๐ผ๐ฝ๐ถ๐ฒ๐ ๐ผ๐ณ ๐พ๐๐ฎ๐น๐ถ๐ณ๐ถ๐ฐ๐ฎ๐๐ถ๐ผ๐ป๐, ๐ฐ๐ผ๐ฝ๐ ๐ผ๐ณ ๐๐.
๐ฃ๐๐๐๐ฆ๐ ๐ก๐ข๐ง๐:
โขPreference will be given to Previously Disadvantaged Individual candidates, in line with Herotelโs Employment Equity Plan.
โขSubmission 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.
Switch to Hero Fibre for fast and affordable internet! ๐
With speeds of up to 200Mbps. Donโt delay, get HERO FIBRE ๐ง๐ข๐๐๐ฌ!
๐ฉ๐ถ๐๐ถ๐ www.herotel.com/hero-fibre/ or contact us on 044 813 5000
Congratulations to Rayno Grundlingh, who is the winner of our KKNK Social Media competition. Rayno won an awesome portable braai hamper. We hope you enjoy your portable braai with your family and friends!
Thank you to everyone who participated in this competition.
Follow our social media pages to stay updated for more competitions in the future!
๐ฌ๐ผ๐ ๐๐ถ๐ป, ๐๐ถ๐๐ต ๐๐ฒ๐ฟ๐ผ๐๐ฒ๐น!
Herotel began its journey in 2015 with the dream of connecting all South Africans to faster, more af
We are one of the largest fixed wireless internet service providers in South Africa and a meaningful player in the local fibre industry. We connect over 95 000 home and business users to the internet across more than 400 towns and cities.

We would like to wish everyone a Happy New Year and blessed 2023! ๐งก

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! ๐๐ ๐ฝ She is a true Hero! ๐งก

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. ๐ ๐

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. ๐๐ ๐ฝ
Christmas with is the gift that keeps giving! ๐ ๐

HAPPY FESTIVE SEASON! ๐
๐ฝ๐คถ๐ฝ
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! ๐

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! ๐
To our Heros in orange, thank you! ๐งก

๐๐๐๐ ๐๐๐๐๐๐! ๐ฅ
Don't miss out on our extended Black Friday offers. ๐ฒ
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. ๐
Visit one of our local offices in your area or contact us on 087 537 1555. Lets get YOU today! ๐
T&C Apply.

๐๐๐๐ ๐๐๐๐๐๐! ๐ฅ
Don't miss out on our extended Black Friday offers. ๐ฒ
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. ๐
Visit one of our local offices in your area or contact us on 087 537 1555. Lets get YOU today! ๐
T&C Apply.

๐๐ฅ๐๐๐ค ๐
๐ซ๐ข๐๐๐ฒ ๐๐๐๐๐๐๐๐! ๐ฅ
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. ๐
Visit one of our local offices in your area or contact us on 087 537 1555.
Lets get YOU today! ๐ฅณ
T&C Apply.

๐๐ฅ๐๐๐ค ๐
๐ซ๐ข๐๐๐ฒ ๐๐๐๐๐๐๐๐! ๐ฅ
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. ๐
Visit one of our local offices in your area or contact us on 087 537 1555.
Lets get YOU today! ๐ฅณ
T&C Apply.

Join Us Tonight For A Slow Down Market! ๐
We will be at: 7 Hoepoe Avenue Sedgefield, by the Dutch Reformed Church grounds from 3pm till 8pm. ๐ฅ
Get connected to the best value deals this Black Friday! ๐

๐๐จ๐ฎ ๐๐ฌ๐ค๐๐ ๐๐จ๐ซ ๐ข๐ญ, ๐๐๐ซ๐จ๐ญ๐๐ฅ ๐๐ฅ๐๐๐ค ๐
๐ข๐๐ซ๐ ๐
๐ซ๐ข๐๐๐ฒ ๐ข๐ฌ ๐๐๐๐! ๐ฅ
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. ๐
Visit one of our local offices in your area or contact us on 087 537 1555
Lets get YOU today! ๐ฅณ
T&C Apply.

๐๐จ๐ฎ ๐๐ฌ๐ค๐๐ ๐๐จ๐ซ ๐ข๐ญ, ๐๐๐ซ๐จ๐ญ๐๐ฅ ๐๐ฅ๐๐๐ค ๐๐ข๐ซ๐๐ฅ๐๐ฌ๐ฌ ๐
๐ซ๐ข๐๐๐ฒ ๐ข๐ฌ ๐๐๐๐! ๐ฅ
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. ๐
Visit one of our local offices in your area or contact us on 087 537 1555
Lets get YOU today! ๐ฅณ
Herotel Eden
๐๐ฌ ๐ข๐ญ ๐๐ฅ๐๐๐ค ๐
๐ซ๐ข๐๐๐ฒ ๐ฒ๐๐ญ??? ๐๐๐ญ๐๐ก ๐ญ๐ก๐ข๐ฌ ๐ฌ๐ฉ๐๐๐... ๐ฅ
Herotel Black Friday launching in 24 hours! โฐ
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! ๐งก
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!
Congratulations to our official rally team of Neels Vosloo and Rikus Fourie, who won both Round 6 and Round 7 of the Algoa Rally Club's 2022 Championship over the weekend!
Thanks guys! You have made us proud by winning 4 out of the 7 events in the championship this year.
Thanks to our co-sponsor HELLA, for supplying Neels and Rikus with excellent lighting for those night stages during Round 6 in the Longmore Forest.
Follow us to see our action highlights video releasing soon!
You can follow Neels' motorsport progress at VoslooR as well as visit the Algoa Rally Club's official page for event results and more great coverage of this past weekend's event.

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?๐ฟ
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. โณ๏ธ๐๏ธThis 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 raceโ. Some Heroes don't wear capes, they wear orange! ๐ฆธโโ๏ธ
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. ๐
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.

๐ฟ๐ฆHappy Heritage Day๐ฟ๐ฆ
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! ๐ฟ๐ฆ๐ฟ๐ฆ
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 ๐๐ฅ๐๐ ๐ช๐ถ๐๐ถ 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.

๐๐ฒ๐น๐ฝ๐ฑ๐ฒ๐๐ธ ๐๐ด๐ฒ๐ป๐ - ๐ง๐ถ๐ฒ๐ฟ ๐ฎ
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)
๐ฃ๐จ๐ฅ๐ฃ๐ข๐ฆ๐ ๐ข๐ ๐ง๐๐ ๐ฅ๐ข๐๐:
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 Herotelโs 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.
๐๐ฒ๐ ๐ฃ๐ฒ๐ฟ๐ณ๐ผ๐ฟ๐บ๐ฎ๐ป๐ฐ๐ฒ ๐๐ฟ๐ฒ๐ฎ๐ ๐๐ผ๐๐น๐ฑ ๐ถ๐ป๐ฐ๐น๐๐ฑ๐ฒ, ๐ฏ๐๐ ๐ฎ๐ฟ๐ฒ ๐ป๐ผ๐ ๐น๐ถ๐บ๐ถ๐๐ฒ๐ฑ ๐๐ผ:
Customer first and second line customer support:
โขOffer 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.
โขProvide 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.
โขAssist walk-in clients where applicable.
โขScreen incoming calls, redirecting them to the correct departments, and recording as well as passing on clear messages when required.
โขLog requests through Herotelโs ticketing system, manage ticket queue to ensure optimal support, and update ticket status daily or as required.
โขAttempt 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.
โขRegularly check Microsoft Teams & WhatsApp for messages requiring call backs.
Troubleshooting, problem solving and monitoring:
โขGather 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).
โขMake use of troubleshooting tools such as tracert, ping, bandwidth test and Route This.
โขMonitoring of Network using PRTG and Zabbix.
โขWhere 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).
โขIdentify trends with incoming calls, issues, and support requests, and escalate them to the Team Captain or Team Leader immediately
Customer-side faults:
โขProvides 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:
โขIdentify 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.
โขAssist Field Technicians remotely with troubleshooting, configuration & service credentials (username and password).
โขDevelop wireless infrastructures and make recommendations on systems enhancements for optimizations.
Team support:
โขSupport and assist with the development, training, and upskilling of Tier 1 agents.
โขAct in the role of shift captain, when assigned, to support the smooth operations and optimal customer support during each shift.
โขProvide support to Helpdesk Teams by assisting with ticket backlogs when required.
โขAdhere to and contribute to internal technical documentation and knowledgebase.
โขReporting back regularly on ad hoc requests for data capturing relating to specific projects or assignments.
โขWork in a team and collaborate to improve customer support.
โขResearch and remain up to date with current industry and technologies and share learnings with the team.
โขBecome familiar with department policies and SOPs (Standard Operating Procedure).
โขLearn to use company software programmes, tools.
โขAttend and participate in team MOS (management operating systems) meetings.
๐ง๐ต๐ฒ ๐๐๐ฐ๐ฐ๐ฒ๐๐๐ณ๐๐น ๐ฐ๐ฎ๐ป๐ฑ๐ถ๐ฑ๐ฎ๐๐ฒ ๐บ๐๐๐ ๐ต๐ฎ๐๐ฒ ๐๐ต๐ฒ ๐ณ๐ผ๐น๐น๐ผ๐๐ถ๐ป๐ด ๐ฒ๐
๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒ/๐๐ธ๐ถ๐น๐น๐:
โขLeadership potential
โขAnalytical thinking
โขCommunication skills (verbal and written)
โขCustomer orientation (building rapport, handle complaints)
โขContinuous learning ability (including technical aptitude)
โขDecision making
โขFollow up
โขProblem solving and resolution
โขTeamwork
โขInter-personal relations
โขEmployee development
โขTime management
โขNetworking, ICT and Telecommunications technology and industry knowledge.
โขProven knowledge and understanding of TCP/IP, DNS, DHCP, Tunnels, routers, and switches.
โขTroubleshooting skills in a networking environment.
โขAdvanced understanding of PC hardware setup and configuration advantageous.
โขLayer 2 switching knowledge/ability advantageous.
โขKnowledge of Mikrotik, Cambium, Ubiquiti and Totolink hardware.
โขWork independently, including remotely (when required).
โขWilling and able to work shifts, including evenings and weekends.
โขWork under pressure and according to specific call resolution targets.
โขMicrosoft Office (outlook, Teams โ required, Word and Excel advantageous).
โขCoach and train Tier 1 Agents and other team members on the job.
โขProficient in English (written and verbal), second language preferable.
๐ค๐๐ฎ๐น๐ถ๐ณ๐ถ๐ฐ๐ฎ๐๐ถ๐ผ๐ป๐
โขGrade 12 / Senior Certificate.
โขN+ & A+ certification, or a minimum of 3 yearsโ experience in an Internet Service Provider helpdesk
call center or ticketing environment.
โขMin 3-year of experience working with Wireless and Wi-Fi Routers.
โขAdditional ICT qualification (including MTNCA) advantageous.
All applicants to provide a detailed CV, motivational letter, copies of qualifications, copy of ID.
๐ฃ๐๐๐๐ฆ๐ ๐ก๐ข๐ง๐:
โขPreference will be given to Previously Disadvantaged Individual candidates, in line with Herotelโs Employment Equity Plan.
โขSubmission 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.
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