Job Opportunities API

We Are Setting The Pace Clickatell is a world-class Chat Commerce company, ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. We need people who can understand the bigger picture and who connect the dots to achieve success. In our agile and demanding environment, you will have to ask the right questions and take the smart risk. We call ourselves Champions. Why Champions? Because it’s not only about what they have done, but also for what they are going to do. The way they are going to drive our organization forward and deliver solutions to our customers. Watch this space as we blaze a new path while expanding across the globe. Purpose To ensure maximum possible service availability and performance To provision customer network services on core equipment To provide support services for Technology and other technical teams To serve as an escalation function for Customer Support Agents during after-hours in Clickatell’s 24 x 7 x 365 environment To serve as the after-hour support continuation for Clickatell’s Technical Account Managers and any Enterprise customers nominated by Sales Leaderships teams, as well as escalation point in case of emergencies We Do The Right Things Responsibilities of the Role Maintain and exceed all required customer SLA’s and internal OLA’s, adhering to tiered response time targets Monitor APIs, supplier notices and product platforms for 24/7 issue identification Solving technical queries using advanced knowledge and techniques Notify affected customers of confirmed incidents within 30 minutes and keep them updated through to resolution Communicate incidents to internal and external stakeholders Notify affected customers of confirmed incidents within 30 minutes and keep them updated through to resolution Initiate and collaborate in the incident management team regarding incidents and potential incidents Following outlined internal processes for correct escalation and resolution Provide first line user support when required Accurately categorise cases for Business Intelligence reporting Compile Daily Handover reports Act as / support the Point of Contact for Escalations (POCE): coordinate queue ownership, monitoring coverage, and escalation routing during shifts as assigned Participate in product testing Guide and train customer support agents Leverage approved AI-assisted tooling (e.g., Rovo) for ticket triage, response drafting, and unified knowledge search to improve speed, accuracy, and SLA compliance Handle all customer and personal data in line with POPIA and Clickatell data-protection standards Requirements We Are On A Learning Journey Requirements of the Role Matric ITIL 4 Foundation certification (advantageous) IT Advanced Diploma Degree tertiary qualification Demonstrated knowledge of networking, from Ethernet to IP Demonstrated knowledge of operating systems, from bare steel to network services Proficiency (or ability to learn quickly) in Jira, eazyBI, telephony systems A Bit About You  Behavioral competency requirements of a Highflyer:   Team Player: Self-directed and dedicated team player who positively engages with the team to solve.   Optimizing Processes: Optimally utilizes the tools and resources available to maximizes output. Conducts day-to-day operations using best practice to achieve effectiveness and accuracy. Continuously reviews and makes recommendations for process improvements.  Expert Thinker: Equipped with specialist knowledge and makes recommendations that are practical, smart and ready to implement. Remains up-to-date in the industry and offers technical advice, and support to own team and others.  Effective Problem-Solver: Resourceful, persistent, and creative when solving problems. Able to be analytical and follow a logical