About Company
Mascom Wireless is Botswana’s first and leading mobile telecommunications provider, committed to connecting communities and empowering individuals through innovative and reliable services. Since our inception, we have been at the forefront of technological advancement, offering a comprehensive suite of mobile communication solutions, including voice, data, and value-added services. Our mission extends beyond connectivity; we strive to foster national development, drive digital inclusion, and deliver exceptional customer experiences. With a robust network infrastructure and a dedicated team, Mascom continues to be a pivotal force in Botswana’s digital transformation, constantly seeking talented individuals who are passionate about technology and customer service to join our journey of excellence.
Job Description
Are you a tech-savvy individual with a passion for helping others solve their digital dilemmas? Do you thrive in a fast-paced environment where every day brings new challenges and opportunities to learn? Mascom Wireless, Botswana’s leading telecommunications provider, is seeking enthusiastic and dedicated individuals to join our dynamic team as an Entry Level Technical Support Specialist. This is an unparalleled opportunity to kick-start your career in the vibrant and ever-evolving tech industry, right here in Gaborone. We believe in nurturing talent from the ground up, providing comprehensive training and a supportive environment where you can develop crucial technical skills and grow professionally.
As an Entry Level Technical Support Specialist, you will be the first point of contact for our valued customers, guiding them through various technical issues, troubleshooting problems with Mascom products and services, and ensuring their experience is seamless and positive. You’ll be instrumental in upholding our commitment to exceptional customer service and technical excellence. Your day-to-day will involve hands-on problem-solving, active listening, and applying your nascent technical knowledge to real-world scenarios. This role is perfect for someone eager to learn, who possesses a natural curiosity for technology, and who is driven to make a tangible impact.
Your primary focus will be on delivering timely and effective solutions, whether it’s assisting with mobile data configurations, resolving connectivity issues, explaining billing statements related to technical service usage, or setting up new services. You will engage directly with customers through various channels, including phone, email, and potentially chat, ensuring a high level of customer satisfaction. Beyond direct customer interaction, you will play a crucial role in documenting common issues and their resolutions, contributing to our knowledge base, and collaborating with senior technical teams to escalate complex problems. This position offers a foundational understanding of Mascom’s extensive service portfolio and provides a stepping stone to advanced roles within our technical and IT departments. If you’re looking for an immediate start to a rewarding career path with a company that values innovation, customer satisfaction, and employee development, then Mascom is the place for you. Join us in connecting Botswana, one solution at a time, and become a vital part of our mission to empower communities through advanced telecommunications.
Key Responsibilities
- Provide first-level contact and convey resolutions to customer issues regarding Mascom products and services.
- Properly escalate unresolved queries to the next level of support personnel when necessary.
- Track, route, and redirect problems, requests, and incidents to appropriate resources.
- Update customer data and produce activity reports on resolved and open issues.
- Walk customers through problem-solving processes, clearly explaining steps and solutions.
- Follow up with customers to ensure full resolution of issues and confirm satisfaction.
- Maintain technical documentation for internal knowledge bases and customer self-help resources.
- Learn and stay updated on new Mascom products, services, and support procedures.
- Contribute to team efforts by accomplishing related results as needed.
Required Skills
- Strong verbal and written communication skills in English.
- Basic understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Customer-oriented and calm under pressure.
- Excellent active listening and problem-solving skills.
- High school diploma or equivalent.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Previous experience in a customer service or support role (even non-technical).
- Familiarity with CRM systems and practices.
- Any relevant IT certifications (e.g., CompTIA A+).
Perks & Benefits
- Comprehensive health benefits package.
- Generous pension scheme.
- Ongoing professional development and training opportunities.
- Clear career growth paths within a leading telecommunications company.
- Employee discounts on Mascom products and services.
- Vibrant, inclusive, and supportive work environment.
- Paid time off and public holidays.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your CV and cover letter highlight your passion for technology and customer service.