Technical Support Agent (Fibre & Wi-Fi)

Headset on, systems open: this online retail help desk in George needs agents who stay patient on the hundredth call. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

The site is in George; early starts mean public transport timing matters, so check your route before applying. Most weeks are 45 hours, in line with the BCEA.

• Attend team huddles and weekly coaching sessions on call recordings.
• Escalate complex complaints to a team leader with clear case notes.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Follow up on open tickets and phone customers back when promised.
• Reply to emails and live chats within the service-level window.

• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Matric with a pass in English
• Open to rotating shifts, including nights and weekends for offshore campaigns
• No criminal record, as most clients run a background check

• A second language, especially Afrikaans, isiZulu or Portuguese
• A Customer Service NQF Level 2 or 4 learnership certificate
• Previous contact centre or retail customer service experience

• 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.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.