Technical Support Agent (Spanish-Speaking)

Title: Technical FLTE Support Agent (Spanish Speaking)

Location: Dunkeld West, Johannesburg

Salary: R - R

Hybrid or In-office: In-office

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.

This is an excellent opportunity to join a dynamic, growing support team in a technically focused environment. You'll 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.

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.

• 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

• 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

• Fluent Spanish (spoken and written)
• Grade 12 / Matric or equivalent qualification
• Minimum 1 year's 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