Technical Support Agent (Fibre & Wi-Fi) – Immediate Start

Headset on, systems open: this international outsourcing contact centre in Tembisa needs agents who stay patient on the hundredth call. Good for someone who wants to build a solid track record they can put on their CV.

This post is Tembisa-based, with most of your time spent at an international outsourcing contact centre.

• Answer inbound calls within target and greet callers using the approved script.
• Process address changes, refunds and cancellations on the billing system.
• Escalate complex complaints to a team leader with clear case notes.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Reply to emails and live chats within the service-level window.

• No criminal record, as most clients run a background check
• Matric with a pass in English
• Basic computer skills: Windows, email and working across a few screens
• Able to pass a voice and accent assessment
• Clear, neutral spoken English and good typing speed (around 30 wpm)

• A second language, especially Afrikaans, isiZulu or Portuguese
• Technical know-how on Wi-Fi, fibre or smartphones
• Previous contact centre or retail customer service experience

• Monthly performance bonus linked to quality and attendance
• Clear promotion path to team leader or quality assessor
• 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.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.