Job Description

SOC Agent -

Department

: Network Operations Centre (NOC)

Reporting To

: SOC Manager

Location

: Johannesburg, Gauteng

Education

: Relevant qualification/experience

Experience

: Service Desk Operations

Summary

The SOC Agent role consists of providing exceptional customer support via phone and our ticketing system (SOLID) to ensure a positive customer experience. SOC Agents are responsible for managing customer calls, updating and following up with customers, and escalating issues to team leaders, support engineers, and specialists.

Essential Duties and Responsibilities

Provide professional and efficient support to customers via telephone. Answer and direct incoming calls, and log tickets on behalf of clients. Conduct initial checks with clients to resolve issues. Review and gather all necessary information for support items. Enforce turnaround times based on issue severity. Direct queries to the appropriate technical resources. Update support requests with relevant feedback and communicate with customers regarding their requests. Identify and escalate priority issues in a timely and accurate manner. Follow internal escalation processes and procedures. Provide updates to internal and external stakeholders as needed. Keep the Network Telegram status group (Semi monitoring) updated via Slack notifications.

Knowledge, Soft Skills & Abilities Required

Customer service oriented with a strong focus on providing exceptional support. Willingness to perform additional tasks as assigned by Supervisors or Managers. Ability to work shifts as needed. Compliance with all reasonable requests to ensure timely and professional completion of tasks. Adherence to management's processes and procedures. Comfortable with client-facing interactions. Ability to manage and meet client expectations. Excellent follow-up, feedback, and progress reporting skills. Ability to work well under pressure and meet urgent deadlines. Willingness to learn and grow. Excellent verbal and written communication skills. Ability to effectively communicate with individuals at all levels. Comfortable interacting with both internal and external staff. Passionate about making a positive difference in the lives of others. Pride in delivering high-quality work. Empowerment through sharing knowledge and setting others up for success.

Character Traits

Integrity Honesty, trustworthiness, and respect towards others Accountability Responsible and accountable for role and responsibilities Communication Open communication, feedback, and sharing Passion Passionate and inspired to make a difference in the lives of others Pride in work Empowerment * Sharing knowledge to set others up for success