Technical Support Agent (Fibre & Wi-Fi)

Headset on, systems open: this insurance claims contact centre in Roodepoort needs agents who stay patient on the hundredth call. People who do well here are steady, honest and not scared to ask when something is unclear.

You'll be based at an insurance claims contact centre in Roodepoort. Living nearby, or on a taxi route to it, really helps. Most weeks are 45 hours, in line with the BCEA.

• Meet daily targets for average handle time, quality score and first-call resolution.
• Reply to emails and live chats within the service-level window.
• Troubleshoot routers, fibre connections and app logins step by step.
• 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
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Basic computer skills: Windows, email and working across a few screens

• Company transport home after night shifts
• Clear promotion path to team leader or quality assessor
• Medical aid option after probation
• Monthly performance bonus linked to quality and attendance

• 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.