TSC First Line - Call support Agents

Job description

**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 - Handle inbound calls from ISPs within agreed shift coverage (08:00-20:00 UK time, Monday-Saturday). - Accurately capture call details and customer intent to support downstream ticketing and queue processes. - Meet Average Handling Time (AHT) and call quality targets as agreed with CityFibre. - De-escalate frustrated or irate customers professionally, particularly during outage-driven call spikes. - Operate softphone/telephony tools (e.g. Telecm, Vonage) within a VDI/Cloud PC environment, troubleshooting basic audio/access issues where possible. - Escalate calls or issues outside of First Line scope to the Cross-Programme Team Lead per the agreed escalation route. - Maintain data confidentiality in line with CityFibre and Prodapt data security requirements. - Participate in daily/weekly reporting and governance cadence as required. **Requirements** Required Skills (Primary) - Clear, neutral spoken English with strong comprehension of UK accents and regional speech patterns. - Active listening and paraphrasing/confirmation skills to ensure accurate call capture. - Composure and de-escalation ability when handling frustrated or upset customers. - Comfort working within a VDI/Cloud PC environment (Citrix, AWS WorkSpaces, Windows 365, or similar). - Softphone/telephony tool proficiency, with ability to multitask between an active call and logging screens. - Willingness to work rotational shifts covering UK daytime/evening hours (~12:30 PM-00:30 AM IST). **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.