Key Responsibilities Techincal Support:
1: Customer Support and Troubleshooting
Provide first-level technical support to customers via phone, email, and chat.
Diagnose and resolve technical issues related to internet connectivity, routers, modems, and network configurations.
Assist customers in setting up and configuring internet services, including Wi-Fi, VoIP, and IPTV.
Escalate unresolved technical issues to higher-level support teams when necessary.
2. Network Monitoring and Issue Resolution
Monitor network performance to identify potential issues and outages.
Respond quickly to network disruptions, ensuring minimal downtime for customers.
Assist in troubleshooting network hardware and software, such as routers, switches, and firewalls.
Collaborate with the network operations team to resolve complex issues.
3. Customer Education and Guidance
Educate customers on the use of ISP services, including understanding bandwidth usage, security protocols, and troubleshooting basic issues.
Provide recommendations to customers on optimizing their internet usage and ensuring their devices are securely connected.
Guide customers through software updates and firmware installations when required.
4. Service Ticket Management
Log and track customer service requests in the company's ticketing system.
Ensure all tickets are properly categorized, documented, and resolved within the agreed Service Level Agreements (SLAs).
Provide follow-up communication to customers regarding the status of their issues.
5. Technical Documentation
Create and update technical documentation for common troubleshooting steps and FAQs.
Document technical support procedures and best practices for future reference and training purposes.
6. Collaboration with Other Teams
Work closely with the installation, network engineering, and customer service teams to ensure seamless service delivery.
Collaborate with the product team to report common issues and suggest improvements to ISP products and services.
7. Continuous Learning and Development
Stay updated on the latest ISP technologies, networking trends, and internet protocols.
Participate in training sessions and certifications to enhance technical skills and knowledge.
Learn about new services or changes to existing services to effectively support customers.
8. Proactive Issue Prevention
Identify potential technical problems before they impact customers and provide proactive solutions.
Advise on upgrades or changes to customer equipment or services to prevent future technical issues.
Key Responsibilities Accounting Administrator:
1. Client Account Management
Manage and maintain detailed records of all client accounts, including invoices, payments, and account balances.
Ensure accurate and up-to-date tracking of all client financial transactions.
Reconcile client accounts and resolve discrepancies in coordination with clients.
2. Collections and Payment Follow-up
Proactively contact clients with outstanding balances through phone calls, emails, and other communication channels.
Follow up on overdue payments and work to establish payment plans when necessary.
Handle difficult client conversations tactfully and professionally to resolve payment issues.
3. Payment Negotiations
Negotiate payment terms with clients, taking into consideration their financial situation while protecting the company’s interests.
Develop and maintain a system for tracking client promises to pay and ensure timely follow-up.
Escalate unresolved payment issues to management or legal when required.
4. Client Communication
Provide first-level Accounting support to customers via phone, email, and chat.
Build and maintain positive relationships with clients while enforcing payment deadlines.
Provide clients with copies of invoices, statements, and any other requested documentation to facilitate payments.
Respond to client inquiries regarding their account balances, payment histories, and billing questions.
5. Record Keeping and Reporting
Accurately document all client interactions, payment agreements, and actions taken regarding collections.
Prepare regular reports for management on outstanding client balances, collection efforts, and any high-risk accounts.
Track and report on progress toward collection goals.
6. Collaboration with Internal Teams
Work closely with the sales or client service teams to resolve client issues that may be impacting payment.
Coordinate with the finance department to ensure that all payments are properly recorded and allocated to the correct accounts.
Escalate problematic accounts internally for further action when necessary.
7. Problem-Solving and Client Retention
Identify underlying issues causing payment delays and work with clients to resolve these issues efficiently.
Strive to maintain client relationships while ensuring timely payments.
Offer solutions, such as customized payment plans, to help clients resolve outstanding balances.
8. Compliance and Documentation
Ensure all client account records and collections activities comply with relevant financial regulations and company policies.
Maintain thorough documentation of all actions taken in the collection process for future reference and audit purposes.
Join our team and become a valuable part of our mission to connect communities with reliable internet services!
Jebo Connect is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.