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 workplace, 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.

📌 TSC First Line - Call support Agents (Chennai)
🏢 Prodapt
📍 Chennai