Afrihost Client support
Salary: Based on experience
Department: Support
Type: Full time
We’re looking for some great people to help us deliver phenomenal and out-of-this-world support to all of our clients via our various help channels, including our email ticketing system and over the telephone. Please note that this position is for shift work, so, work hours will vary. Your own reliable transport is also required.
Skill and knowledge requirements.
- Enthusiasm and dedication.
- Great communication skills.
- Experience in IT support.
- Experience in client services.
- Work well in a team.
- Committed to client service excellence.
- Must be in the Gauteng area.
- Technical experience with the following would be a plus: DSL, 3G/LTE/5G, Fibre, email.
Afrihost client support representatives play a key role in ensuring that customers receive assistance with internet, hosting, mobile, and other related services. While exact duties may vary slightly depending on the role (e.g., call center agent, live chat support, or technical support), here are the typical duties and responsibilities of an Afrihost client support representative:
1. Customer Assistance
- Respond to client queries via phone, email, live chat, or social media.
- Assist with account-related queries (billing, upgrades, cancellations, etc.).
- Guide clients through product setup or troubleshooting steps.
2. Technical Support
- Diagnose and resolve connectivity issues (ADSL, Fibre, LTE, Mobile, etc.).
- Assist with hosting issues such as domain setup, email configuration, and DNS management.
- Support software or hardware-related queries linked to Afrihost services.
3. Service Provisioning
- Assist with new service sign-ups and activations.
- Follow up on pending installations, migrations, or cancellations.
- Ensure accurate capturing of customer information and service requests.
4. Problem Escalation
- Escalate complex technical issues to Tier 2/3 support or relevant departments.
- Monitor and follow up on escalated tickets to ensure resolution.
5. Knowledge & Training
- Stay up-to-date with Afrihost’s products, services, systems, and industry trends.
- Use internal tools and knowledge bases to provide accurate, fast assistance.
6. Customer Experience
- Ensure excellent service delivery and client satisfaction.
- Maintain a polite, friendly, and professional tone in all interactions.
- Take ownership of client issues until resolved.
7. Administration & Reporting
- Log all interactions and resolutions in CRM/ticketing systems.
- Provide feedback on recurring client issues to help improve services.
Bonus: Soft Skills Needed
- Good communication skills (written and verbal).
- Strong problem-solving and critical thinking.
- Ability to multitask and work under pressure.
- Team collaboration and adaptability.
Troubleshooting DSL, Fibre and Mobile Broadband Services, Voice Services, Web Hosting, Fixed Line Services (Installations, Faults, etc).
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