Technical Support Agent (Fibre & Wi-Fi)

Customers phone this banking service centre in Pretoria East when something has gone wrong, and your job is to put it right. People who do well here are steady, honest and not scared to ask when something is unclear.

This post is Pretoria East-based, with most of your time spent at a banking service centre.

• Reply to emails and live chats within the service-level window.
• Verify caller identity before sharing any account details, as POPIA requires.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Troubleshoot routers, fibre connections and app logins step by step.
• Escalate complex complaints to a team leader with clear case notes.
• Handle callers with UK, US or Australian accents and time zones.

• You stay calm when a caller is angry
• Matric with a pass in English
• 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
• Open to rotating shifts, including nights and weekends for offshore campaigns

• Technical know-how on Wi-Fi, fibre or smartphones
• A second language, especially Afrikaans, isiZulu or Portuguese

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

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