Enterprise Support Agent

We Are Setting The Pace Clickatell is a world-class Chat Commerce company, ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. We need people who can understand the bigger picture and who connect the dots to achieve success. In our agile and demanding environment, you will have to ask the right questions and take the smart risk. We call ourselves Champions. Why Champions? Because it’s not only about what they have done, but also for what they are going to do. The way they are going to drive our organization forward and deliver solutions to our customers. Watch this space as we blaze a new path while expanding across the globe. Purpose To ensure maximum possible service availability and performance To provision customer network services on core equipment To provide support services for Technology and other technical teams To serve as an escalation function for Customer Support Agents during after-hours in Clickatell’s 24 x 7 x 365 environment To serve as the after-hour support continuation for Clickatell’s Technical Account Managers and any Enterprise customers nominated by Sales Leaderships teams, as well as escalation point in case of emergencies We Do The Right Things Responsibilities of the Role Maintain and exceed all required customer SLA’s and internal OLA’s, adhering to tiered response time targets Monitor APIs, supplier notices and product platforms for 24/7 issue identification Solving technical queries using advanced knowledge and techniques Notify affected customers of confirmed incidents within 30 minutes and keep them updated through to resolution Communicate incidents to internal and external stakeholders Notify affected customers of confirmed incidents within 30 minutes and keep them updated through to resolution Initiate and collaborate in the incident management team regarding incidents and potential incidents Following outlined internal processes for correct escalation and resolution Provide first line user support when required Accurately categorise cases for Business Intelligence reporting Compile Daily Handover reports Act as / support the Point of Contact for Escalations (POCE): coordinate queue ownership, monitoring coverage, and escalation routing during shifts as assigned Participate in product testing Guide and train customer support agents Leverage approved AI-assisted tooling (e.g., Rovo) for ticket triage, response drafting, and unified knowledge search to improve speed, accuracy, and SLA compliance Handle all customer and personal data in line with POPIA and Clickatell data-protection standards We Are On A Learning Journey Requirements of the Role Matric ITIL 4 Foundation certification (advantageous) IT Advanced Diploma Degree tertiary qualification Demonstrated knowledge of networking, from Ethernet to IP Demonstrated knowledge of operating systems, from bare steel to network services Proficiency (or ability to learn quickly) in Jira, eazyBI, telephony systems A Bit About You Behavioral competency requirements of a Highflyer: Team Player: Self-directed and dedicated team player who positively engages with the team to solve. Optimizing Processes: Optimally utilizes the tools and resources available to maximizes output. Conducts day-to-day operations using best practice to achieve effectiveness and accuracy. Continuously reviews and makes recommendations for process improvements. Expert Thinker: Equipped with specialist knowledge and makes recommendations that are practical, smart and ready to implement. Remains up-to-date in the industry and offers technical advice, and support to own team and others. Effective Problem-Solver: Resourceful, persistent, and creative when solving problems. Able to be analytical and follow a logical process to make decisions. Finds the balance between a good and quick decision through experience and knowledge. Able to present and explain thinking and the resulting decision. Connecting Collaboratively: Actively connects to bring cohesion and deliver excellence. Sees the value in working closely with different specialities and teams to ensure all operations are aligned to meet the required objectives. Maximizing Awareness: Recognizes emotions and how it affects behavior and relationships. Self-aware and picks up on emotional cues in situations. Self-manages and empowered to show initiative, follow through on commitments, and work well in a team. Listens, reflects, and responds effectively to constructive criticism. Enabling Strategy: Implements the action plans in order to produce practical outputs while considering the implication, and consequences for the organization and our customers. Action Orientated Mindset: Know-how to skilfully approach technical activities to deliver value. Eager to deliver new or improved solutions to drive the organization forward. Focused on what needs to be done and ensures follow-through on all commitments. Why You Should Join Perks of the Role Medical Aid contribution Pension fund contribution Risk benefit company contributions Reimbursable communications allowance for internet and mobile phone bills Half-day off on your birthday 5 personal days leave a year, over and above your annual leave Remote working and access to office hubs as required. Home office set-up with laptop, monitor and other related items. Stronger Together At Clickatell, Diversity, Inclusion and Belonging is at the core of who we are - from how we build our product platforms to how we build our workforce. We believe that we are stronger together and by leveraging the power of diversity and inclusion, we are able to generate innovative ideas to revolutionize the way the world uses chat technology. We create common ground - Our platform is for all, and so is our workplace. Everyone is welcome at Clickatell and our employees feel psychologically safe and empowered to show up with their authentic selves at work.