Technical Support Agent (Spanish-Speaking)

Johannesburg - South Africa

Monthly Salary: Not Disclosed

Posted on: 19 hours ago

Vacancies: 1 Vacancy

Job Summary

Title: Technical FLTE Support Agent (Spanish Speaking)

Location: Dunkeld West Johannesburg

Salary: R20 000 - R22 000

Hybrid or In-office: In-office

About the Company

Our client is a fast-growing technology and connectivity services provider operating within the ISP and fibre network environment. They partner closely with property stakeholders and service providers to deliver reliable high-quality network solutions.

Why Join Them

This is an excellent opportunity to join a dynamic growing support team in a technically focused environment. Youll play a key role in ensuring network reliability and delivering an exceptional customer experience across multiple communication channels while using your Spanish language skills in a specialist support role.

About the Role

The Technical FLTE Support Agent will be responsible for managing customer engagements end to end across all defined interaction channels including voice email social media WhatsApp and live chat. The role requires strong Spanish written and verbal communication skills a customer-centric mindset and the ability to troubleshoot and resolve technical queries within agreed service levels.

Requirements and Responsibilities

Key Responsibilities:

Manage all customer interactions professionally across voice email social media WhatsApp and live chat
Troubleshoot technical issues relating to ISP and fibre network services
Resolve and manage Freshdesk tickets end to end in line with defined workflows
Work closely with ISPs third-party providers and second-line support teams
Ensure cases are logged escalated and resolved within agreed SLA timeframes
Maintain accurate customer records and case notes within CRM systems
Manage escalated support issues to ensure network reliability and customer satisfaction
Assist customers with product and service-related queries and recommendations
Adhere strictly to performance targets schedules and rosters
Maintain professional client relationships and uphold service excellence standards

Performance Expectations:

95% call answer rate compliance
80% of calls answered within 20 seconds
100% accurate call categorisation and wrap-up codes
Average talk time of approximately 5 minutes (client-dependent)
Case capture and escalation within 1 hour of interaction receipt
Case resolution rate exceeding 95%
Quality assurance score of 90% or higher measured on empathy accuracy tonality process adherence and response times

Key Requirements:

Fluent Spanish (spoken and written)
Grade 12 / Matric or equivalent qualification
Minimum 1 years experience in a Service Desk Agent or Support Engineer role
Previous experience within an ISP or Fibre Network Operator (FNO) environment
Experience working in a contact centre environment
Strong understanding of customer service principles
Technical troubleshooting experience within an internet or network services environment
Familiarity with CRM systems and case management tools
Good understanding of customer expectations across digital and real-time communication channels

Required Experience:

Unclear Seniority

Title: Technical FLTE Support Agent (Spanish Speaking)Location: Dunkeld West JohannesburgSalary: R20 000 - R22 000Hybrid or In-office: In-officeAbout the CompanyOur client is a fast-growing technology and connectivity services provider operating within the ISP and fibre network environment. They par...