Customer Service Agent - Tech Support - Nutun RX

Job Purpose:Join Nutun as a Customer Service Agent - Tech Support – solve fibre issues, wow customers, and grow with our award-winning BPO. Apply now!Minimum requirements (Qualifications and Experience):Grade 12/Matric.Minimum of 2 years’ experience in an international customer service or technical support environment.Solid understanding of internet services, fibre connectivity, and basic networking principles.Strong troubleshooting skills with the ability to explain technical concepts in a user-friendly manner.Excellent written and verbal English communication skills.Availability to work night shifts and within a 24/7 support structure.Familiarity with call centre tools, CRM systems, and best practices.Proficiency in MS Office (advantageous).Ability to manage time effectively, work under pressure, and meet deadlines.Experience working with KPIs and performance targets.Knowledge of relevant compliance and regulatory requirements.Proven ability to build relationships and contribute to customer retention strategiesKey Responsibilities:Respond to customer inquiries promptly and professionally via phone, email, or other support platforms.Troubleshoot technical issues related to internet services, including fibre connectivity, modems, routers, and network performance.Guide customers through basic and advanced troubleshooting steps to resolve connectivity issues.Escalate unresolved or complex technical problems to the appropriate internal teams.Provide clear and accurate information about service offerings, product features, and technical requirements.Promote solutions that contribute to customer satisfaction and retention, including resolving billing concerns, offering upgrades, or ensuring follow-up on unresolved issues.Accurately document customer interactions and maintain up-to-date service records in internal systems.Meet or exceed performance metrics including response time, resolution rate, customer satisfaction, and retention goals.Work collaboratively with internal departments to address customer needs and improve service delivery.Adhere to all company policies, quality standards, and regulatory compliance requirements.Proactively suggest process improvements and contribute to enhancing the overall customer experienceBehavioural Competencies Required:Deadline driven.Strong attention to detail and accuracy.Ability to work well under pressure and remain calm in challenging situations.Reliable and accountable for personal performance and service delivery.Proactive problem-solver with strong analytical skills.Team-oriented and supportive of colleagues.Committed to achieving personal and team goals.Receptive to feedback and able to follow instructions and procedures.Resilient and adaptable in a fast-paced environmentJohannesburgPublished Date: 11 November 2025Closing Date: 28 November 2025