Technical Support Agent (Fibre & Wi-Fi)

Headset on, systems open: this insurance claims contact centre in Boksburg needs agents who stay patient on the hundredth call. If you turn up on time and finish what you start, you'll fit in quickly.

The work is in Boksburg, Gauteng, so you'll need a reliable way to get there every day. You'll start with a short induction before working on your own.

• Process address changes, refunds and cancellations on the billing system.
• Answer inbound calls within target and greet callers using the approved script.
• Handle callers with UK, US or Australian accents and time zones.
• Escalate complex complaints to a team leader with clear case notes.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Log every interaction and outcome in the CRM before taking the next call.
• Follow up on open tickets and phone customers back when promised.

• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Matric with a pass in English
• Able to pass a voice and accent assessment
• You stay calm when a caller is angry

• Previous contact centre or retail customer service experience
• Technical know-how on Wi-Fi, fibre or smartphones

• Clear promotion path to team leader or quality assessor
• Paid training for 2 to 4 weeks before you go live
• Medical aid option after probation
• Company transport home after night shifts

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.