About Company
Econet Telecom Lesotho is a leading telecommunications company in Lesotho, dedicated to connecting people and businesses across the nation. As a subsidiary of the pan-African Econet Wireless group, we are at the forefront of innovation, providing reliable mobile network services, broadband internet, and digital solutions to millions of customers. Our mission is to transform lives through digital inclusion and empower communities with world-class connectivity. We believe in fostering a dynamic and inclusive work environment where talent is nurtured, creativity is encouraged, and every team member contributes to our collective success. Join us and be part of a company that is shaping the future of communication in Lesotho.
Job Description
Are you a tech-savvy problem-solver with a passion for helping others? Do you thrive in a remote work environment where your independence and initiative are valued? Econet Telecom Lesotho is seeking a dedicated and enthusiastic Remote Technical Support Specialist to join our customer-centric team. In this pivotal role, you will be the first point of contact for our valued customers, providing exceptional technical assistance for a wide range of telecommunication products and services, including mobile network issues, data connectivity, device configuration, and digital service troubleshooting.
This is an exciting opportunity to leverage your technical expertise from the comfort of your home, contributing directly to customer satisfaction and loyalty. You will diagnose and resolve technical problems efficiently, guide customers through step-by-step solutions, and escalate complex issues to senior support or engineering teams when necessary. We’re looking for someone who is not only technically proficient but also possesses outstanding communication skills, empathy, and the ability to maintain composure under pressure. You will be instrumental in ensuring a seamless and positive experience for our customers, playing a key role in maintaining our reputation for reliable service. This remote position offers flexibility and the chance to make a significant impact within a rapidly evolving industry, all while being a vital part of a supportive and collaborative team.
Key Responsibilities
- Provide first-line technical support to customers via phone, email, and chat, addressing inquiries related to mobile services, internet connectivity, and digital products.
- Diagnose and troubleshoot technical issues, guiding customers through resolution steps for common problems like network outages, device settings, and data usage.
- Escalate complex or unresolved technical issues to higher-tier support teams or relevant departments with clear and detailed documentation.
- Maintain accurate records of customer interactions, technical issues, and resolutions in our CRM system.
- Educate customers on product features, service functionalities, and best practices to optimize their experience.
- Proactively identify trends in customer issues and provide feedback to improve products, services, and support processes.
- Adhere to service level agreements (SLAs) and ensure high levels of customer satisfaction.
- Stay updated with the latest product knowledge, service updates, and technological advancements within the telecommunications sector.
- Collaborate effectively with team members in a remote setting, participating in virtual meetings and training sessions.
Required Skills
- Proven experience in a technical support or customer service role, preferably within the telecommunications industry.
- Strong understanding of mobile operating systems (Android, iOS) and basic network troubleshooting (Wi-Fi, cellular data).
- Excellent verbal and written communication skills in English and Sesotho, with the ability to explain technical concepts clearly.
- Exceptional problem-solving abilities and a methodical approach to diagnosing issues.
- Proficiency in using CRM software and remote support tools.
- Ability to work independently, manage time effectively, and maintain productivity in a remote work environment.
- Customer-focused mindset with a strong commitment to delivering high-quality service.
- High school diploma or equivalent; a degree or certification in IT, Telecommunications, or a related field is a plus.
Preferred Qualifications
- Prior experience with telecommunications-specific CRM systems.
- Knowledge of various mobile device models and their technical specifications.
- Experience working in a remote or distributed team setting.
- Familiarity with digital services and mobile applications.
- Ability to speak other local languages of Lesotho.
Perks & Benefits
- Competitive salary package.
- Opportunity to work remotely from anywhere within Lesotho.
- Comprehensive health benefits and wellness programs.
- Ongoing professional development and training opportunities.
- Access to the latest telecommunications technology.
- Employee discounts on company products and services.
- Supportive and collaborative team culture.
- Contribution to a leading telecommunications provider in Lesotho.
How to Apply
Interested candidates are encouraged to apply by clicking the ‘Application Link’ below. Please ensure your resume highlights your relevant technical support experience, communication skills, and ability to thrive in a remote work setting. We look forward to reviewing your application and potentially welcoming you to our innovative team.