Technical Support Agent (Fibre & Wi-Fi) – Experienced

Customers phone this telecoms support centre in Montague Gardens when something has gone wrong, and your job is to put it right. Expect to be trusted with real work from your first week.

The site is in Montague Gardens; early starts mean public transport timing matters, so check your route before applying. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Verify caller identity before sharing any account details, as POPIA requires.
• Reply to emails and live chats within the service-level window.
• Escalate complex complaints to a team leader with clear case notes.
• Follow up on open tickets and phone customers back when promised.
• Answer inbound calls within target and greet callers using the approved script.

• Able to pass a voice and accent assessment
• Matric with a pass in English
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Open to rotating shifts, including nights and weekends for offshore campaigns
• 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
• Previous contact centre or retail customer service experience

• Company transport home after night shifts
• Medical aid option after probation
• Clear promotion path to team leader or quality assessor

• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.