Open to opportunities

Thando Malinga

@thandomalinga

Message

I resolve broadband, phone, TV, billing, and technical support issues for customers.

South Africa

Message

What I'm looking for

I'm looking for a long-term remote team where I can be reliable, solve customer issues, follow through, and continue growing in customer service and technical support.

I've supported customers with broadband, phone, and TV services at CCI South Africa, combining three years of customer service experience with two years of technical support.

In technical support, I used troubleshooting tools and Pathfinder to reconnect customers experiencing service or physical issues, and booked technicians when needed. I troubleshoot Windows 10/11, Microsoft 365, connectivity and network issues, account queries, and billing concerns.

I'm experienced in high-volume inbound and outbound campaigns, maintaining first-contact resolution and working toward QA, AHT, and CSAT targets. I explain technical concepts simply, document fixes, escalate complex issues correctly, and am ready to support EST and PST schedules from a dedicated home office.

Experience

Work history, roles, and key accomplishments

Technical Support Agent

CCI South Africa

Mar 2021 - Mar 2024 (3 years)

Provided technical support for broadband, phone, and TV services, troubleshooting connectivity and physical issues, and scheduling technician visits when necessary.