Are you a tech-savvy professional fluent in Spanish with a passion for delivering exceptional customer service? Join our growing team as a Technical FLTE Support Agent and play a vital role in keeping our network reliable and our ISP and property partners satisfied.

Location: Randburg 

About the Role:

As a Spanish Speaking Technical Support Agent, you will handle customer engagements across multiple channels (calls, emails, live chat, social media, WhatsApp) ensuring professional, end-to-end query resolution. You'll troubleshoot technical issues, manage cases within strict SLAs, and maintain high-quality service standards.

Key Responsibilities:

• Manage and resolve customer queries through voice, email, chat, and social platforms.
• Accurately log, categorize, and escalate cases using CRM systems.
• Work with ISPs, 3rd parties, and second-line support to resolve technical issues.
• Perform account administration and routine system checks.
• Meet daily, weekly, and monthly performance targets (e.g., call answer rates, case resolution rates, quality scores).
• Maintain up-to-date customer records and deliver service with empathy and professionalism.

Requirements:

• Fluent in Spanish (spoken and written)
• Matric / Grade 12 qualification (or equivalent)
• 1+ year experience in a Service Desk, Contact Centre, or Support Engineer role
• Previous experience with ISPs or Fiber Network Operators (preferred)
• Good understanding of customer service, social media platforms, and live chat tools
• Strong troubleshooting, administrative, and communication skills
• Ability to remain calm under pressure and deliver solutions efficiently

Why Join Us?

• Be part of a dynamic, expanding team
• Develop your technical and customer service skills
• Work in a professional yet supportive environment

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful, and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email recruitment@surgo.co.za