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

• 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.