Retail Support Agent

📋 Description

• Own the dummy serial swap process end to end for lost, out-of-warranty devices
• Lock and unlock device serials sold under MTN plans
• Resolve serial mismatches in trade transactions
• Fix customer account add-on issues, confirming correct configuration and activation
• Enable and disable debugging settings on devices in the repair pipeline
• Log every device intervention and swapped serial, and support inventory reconciliation, warehouse

🎯 Requirements

• Diploma or degree; customer service or operations training is an advantage
• Working knowledge of MDM tools for network locking, unlocking and debugging
• Confidence with Excel or Google Sheets and customer account systems or CRM
• Understanding of retail operations, device configuration and after-sales support, plus basic
• A detail-oriented, organised approach with disciplined record-keeping
• Strong troubleshooting skills, the ability to coordinate fixes across teams, and clear

🎁 Benefits

• Diverse development programs
• Coaching partnerships
• On-the-job training
• Family-friendly policies
• Well-being support
• Flexibility