TSC First Line - Call support Agents

Overview

Job Purpose:

The Call Support Agent is the first point of voice contact for CityFibre's ISP customers, responsible for handling inbound calls accurately and efficiently within a high-volume TSC First Line support environment. The role requires clear UK-accent comprehension, calm handling of frustrated customers, and disciplined use of VDI/telephony tooling to deliver consistent call quality from an offshore delivery centre.

Responsibilities

Key Responsibilities

Requirements

Required Skills (Primary)

Preferred Skills (Secondary)
• Prior international/UK voice process experience (strongly preferred over domestic-only BPO experience).
• Basic familiarity with telecom/ISP terminology (fibre, ONT, SLA/ticket concepts).
• Cultural fluency with UK customer-service norms (indirect phrasing, politeness conventions).
• Basic troubleshooting logic to ask effective clarifying questions before escalation or ticket logging.
• Flexibility to cross-support chat/queue management during volume spikes, where trained to do so.