Technical Support Agent (Fibre & Wi-Fi)

Headset on, systems open: this international outsourcing contact centre in Brackenfell needs agents who stay patient on the hundredth call. It's a practical job: you'll see what you got done before you go home.

Location: Brackenfell, Western Cape. Applicants who already live in the area get looked at first.

• Verify caller identity before sharing any account details, as POPIA requires.
• Reply to emails and live chats within the service-level window.
• Troubleshoot routers, fibre connections and app logins step by step.
• Escalate complex complaints to a team leader with clear case notes.
• Attend team huddles and weekly coaching sessions on call recordings.

• Able to pass a voice and accent assessment
• Basic computer skills: Windows, email and working across a few screens
• No criminal record, as most clients run a background check
• You stay calm when a caller is angry

• A second language, especially Afrikaans, isiZulu or Portuguese
• A Customer Service NQF Level 2 or 4 learnership certificate
• Technical know-how on Wi-Fi, fibre or smartphones

• Clear promotion path to team leader or quality assessor
• Monthly performance bonus linked to quality and attendance
• Paid training for 2 to 4 weeks before you go live

• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.