Technical Support Agent (Fibre & Wi-Fi)

Customers phone this online retail help desk in Randburg 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 Randburg; early starts mean public transport timing matters, so check your route before applying.

• Troubleshoot routers, fibre connections and app logins step by step.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Handle callers with UK, US or Australian accents and time zones.
• Log every interaction and outcome in the CRM before taking the next call.
• Follow up on open tickets and phone customers back when promised.
• Attend team huddles and weekly coaching sessions on call recordings.
• Escalate complex complaints to a team leader with clear case notes.

• 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
• Able to pass a voice and accent assessment

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

• 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.