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 transparent 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 (08:0020:00 UK time, MondaySaturday).

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)

Explicit, neutral spoken English with solid 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 PM00:30 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 (India)
🏢 Prodapt Solutions
📍 India