Consumer Supervisor

(Gqeberha)

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 technical 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