Our Faults department in Cape Town currently has a vacancy for a 2nd Line Broadband Technical Advisor. You will be reporting to the Team Manager and will be responsible for telephonic, troubleshooting, phone and broadband queries.

This position will be part of our 2nd line Customer Service support team, working on technical diagnostics issues whilst speaking to our customers and 3rd parties. This role is all about problem-solving, resilience, determination and the rapport to quickly develop relationships on the phone.

The ideal candidate will have to be a problem-solver and should be able to rise to the challenge of solving issues that someone else can't quite tackle. So, if you have a 2nd line service technology background, we would love to hear from you.


Required Skills:

Proven product knowledge and experience with ADSL/Fibre and phone lines
2 years inbound contact centre experience
Understanding of contact centre work practices
Thorough understanding of internet
Basic knowledge of computer hardware and software
Knowledge of operating systems, e.g. Windows and MAC
Customer service orientation
Result and learning orientation
Listening and questioning skills
Team orientation / relationship building
Objection handling
High tolerance level
Computer literacy
Verbal expression
Ability to respond dynamically to change
Confidence and excellent attention to detail
Troubleshooting skills
Ability to communicate in both English
Previous experience with Talk Talk Business and Openreach will be to your advantage.

Duties and Responsibilities:

Contract hours delivered including schedule adherence
Service inbound / outbound call traffic
Identify customer needs
Solutions provided
Resolve customer queries, complaints and objections
Achieve target
Record customer information

Due to the volume of the applications received, further communication will only occur with shortlisted candidates. If you do not receive any response from us within three weeks, please consider your application to be unsuccessful.