Technical Support Agent (Fibre & Wi-Fi)

Customers phone this online retail help desk in Vanderbijlpark when something has gone wrong, and your job is to put it right. Expect to be trusted with real work from your first week.

This post is in Vanderbijlpark (Gauteng). Please only apply if you can travel there daily.

• Handle callers with UK, US or Australian accents and time zones.
• Reply to emails and live chats within the service-level window.
• Answer inbound calls within target and greet callers using the approved script.
• Follow up on open tickets and phone customers back when promised.
• Process address changes, refunds and cancellations on the billing system.
• Log every interaction and outcome in the CRM before taking the next call.

• No criminal record, as most clients run a background check
• Matric with a pass in English
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Able to pass a voice and accent assessment

• A second language, especially Afrikaans, isiZulu or Portuguese
• Technical know-how on Wi-Fi, fibre or smartphones

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

• 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.