Technical Support Agent (Fibre & Wi-Fi)

You'll take customer calls and chats at an insurance claims contact centre in Prospecton, sorting problems on the first contact. This is a good step for someone who wants proper routine and a manager who notices good work.

You'll report in Prospecton. Relocation is not covered for this one. Shifts rotate, so you'll need to be flexible about days and nights.

• Meet daily targets for average handle time, quality score and first-call resolution.
• Follow up on open tickets and phone customers back when promised.
• Troubleshoot routers, fibre connections and app logins step by step.
• Process address changes, refunds and cancellations on the billing system.
• Verify caller identity before sharing any account details, as POPIA requires.
• Log every interaction and outcome in the CRM before taking the next call.
• Reply to emails and live chats within the service-level window.

• Matric with a pass in English
• You stay calm when a caller is angry
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• No criminal record, as most clients run a background check
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Able to pass a voice and accent assessment

• A Customer Service NQF Level 2 or 4 learnership certificate
• A second language, especially Afrikaans, isiZulu or Portuguese

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

• 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.