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

Customers phone this telecoms support centre in Prospecton when something has gone wrong, and your job is to put it right. It's the kind of job where doing the basics well every day gets you noticed.

Location: Prospecton, KwaZulu-Natal. Applicants who already live in the area get looked at first. Shifts rotate, so you'll need to be flexible about days and nights.

• Verify caller identity before sharing any account details, as POPIA requires.
• Answer inbound calls within target and greet callers using the approved script.
• Reply to emails and live chats within the service-level window.
• Attend team huddles and weekly coaching sessions on call recordings.
• Troubleshoot routers, fibre connections and app logins step by step.
• Follow up on open tickets and phone customers back when promised.
• Meet daily targets for average handle time, quality score and first-call resolution.

• Matric with a pass in English
• Able to pass a voice and accent assessment
• You stay calm when a caller is angry
• Open to rotating shifts, including nights and weekends for offshore campaigns
• No criminal record, as most clients run a background check
• Basic computer skills: Windows, email and working across a few screens

• Medical aid option after probation
• Company transport home after night shifts
• 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.