The Business Support Agent provides technical support and troubleshooting for customers using wireless, fibre, and voice services. This role involves first line support, striving for first-time resolution, and managing customer interactions across multiple channels. The agent is responsible for diagnosing and resolving faults, documenting solutions, escalating complex issues to higher-level teams, and maintaining service levels and customer satisfaction. A solid understanding of networking fundamentals, MikroTik routers, and basic voice/PABX systems is required. The role is ideal for a technically skilled individual with hands‑on experience in ISP/WISP environments and strong problem‑solving and communication skills.

Key Responsibility Areas:

• Provide first and second line support.
• Strive for First Call Resolution (FCR).
• Fault Diagnosis and Troubleshooting.
• Provide basic to advanced troubleshooting on customer-side faults.