Consumer Supervisor

Recruiter

Talent Scout Recruitment

Job Ref

471199

Date posted

Friday, July 31, 2026

Location

Gqeberha, South Africa

SUMMARY

POSITION INFO

Core purpose: Own the day-to-day support experience for users across all MDU (multi-dwelling unit) sites — the single point of accountability between resident issues and Bitspace's technical/field teams. Key Responsibilities Prioritize incoming resident support tickets (connectivity, billing, account, hardware) Assign and track tickets across the support team Escalate unresolved or technical-tier issues to network/field teams with clear context Monitor recurring issue patterns per building/site (e.g. repeat outages, congestion complaints) Liaise with body corporates / managing agents on site-wide issues or planned maintenance Maintain up-to-date resident/unit records in Splynx (status changes, moves in/out, plan changes) Review the four-tab status workbooks (Online, Active, Blocked, Inactive) per site and flag anomalies Coordinate with field technicians on install/reconnect scheduling tied to support tickets Daily/Weekly Tasks Morning ticket queue review and reassignment Daily check of offline/blocked device counts per MDU site Weekly summary report to management: ticket volume, resolution time, top issues by site Weekly sync with field team on outstanding physical-layer issues Escalation Path Tier 1 (account/billing/basic troubleshooting ) → resolved directly Tier 2 (connectivity, hardware) → escalate to network team with ticket + diagnostics attached Tier 3 (site-wide outage, infrastructure fault) → escalate to PM/senior team immediately KPIs to track Average ticket resolution time First-contact resolution rate Ticket volume by site (identifies problem sites) SLA compliance % Requirement: Driver’s license