Deliver Advanced Technical Support and Customer Resolution in a High-Volume Contact Centre
Fidelity Services Group, through its Fidelity ADT – Western Cape division, is currently recruiting for a Contact Centre Technical Dispatch/Escalations Agent Line 2 based in Cape Town, Western Cape. This is a permanent opportunity suited to customer-focused professionals with technical contact centre experience who thrive in fast-paced, service-driven environments.
This role plays a critical function in supporting internal and external customers by managing technical dispatch, escalations, troubleshooting, and service coordination while ensuring a high standard of customer satisfaction and retention.
About the Role
The Contact Centre Technical Dispatch/Escalations Agent Line 2 is responsible for handling escalated technical calls, coordinating technician dispatch, providing telephonic technical support, and resolving customer complaints effectively. The role requires strong system knowledge, clear communication, and the ability to manage complex technical issues while maintaining professionalism and service excellence.
This position is ideal for candidates with previous contact centre experience, particularly within a technical or security services environment, who are confident handling customer escalations and working with technicians and supervisors to deliver timely solutions.
Key Responsibilities
Technical Dispatch and Scheduling
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Book and schedule service calls for technicians accurately and efficiently.
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Dispatch and coordinate technicians for all scheduled technical work.
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Coordinate after-hours calls for standby technicians when shifts exceed normal working hours or where standby supervision is required.
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Ensure optimal technician allocation to meet service level requirements.
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Communicate ongoing or rebooked calls where sites have been visited more than twice due to recalls.
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Monitor technician visits to ensure follow-up actions are completed correctly.
Customer Service and Escalation Handling
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Respond to all queued and escalated calls in a professional and efficient manner.
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Handle client queries and complaints, ensuring prompt resolution or escalation where required.
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Provide clear feedback to customers regarding service progress and outcomes.
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Attend to inbound and outbound Webmail and Webchat communications.
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Maintain accurate records of all customer interactions and escalations.
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Work proactively to prevent customer dissatisfaction and contract cancellations.
Technical Support and Guidance
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Perform telephonic technical guidance and troubleshooting to assist customers in clearing error messages and identifying system faults.
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Handle technical queries related to ADT Secure Home and Secure Connect services using approved help aids.
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Assist customers with CCTV-related queries and new Fidelity ADT technical product support.
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Identify product types accurately and provide correct documentation and information to customers.
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Support customers by offering solutions that meet their technical and service needs.
Revenue Protection and Customer Retention
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Build customer interest in the services and products offered by the company.
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Drive technical revenue through the marketing “Yes” campaign.
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Prevent customer cancellations by offering applicable save offers and appropriate resolutions.
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Ensure that customer concerns are addressed thoroughly to enhance loyalty and retention.
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Contribute to a customer-centric culture that prioritises service excellence and long-term relationships.
Qualifications and Experience
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Matric / Grade 12 qualification.
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Computer literacy with proficiency in MS Office, Listener, and Outlook.
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Minimum of 2 years’ experience within a contact centre environment.
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Technical contact centre experience will be an advantage.
Key Skills and Competencies
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Strong verbal and written communication skills.
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Ability to manage escalations calmly and professionally.
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Strong problem-solving and analytical abilities.
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High attention to detail and accuracy.
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Ability to work under pressure in a high-volume contact centre.
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Customer-focused mindset with strong service orientation.
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Ability to work effectively with technicians, supervisors, and internal stakeholders.
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Good system navigation and multitasking capabilities.
Why Join Fidelity Services Group
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Be part of one of South Africa’s leading security and customer services organisations.
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Work in a structured, professional contact centre environment.
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Secure permanent employment with long-term career stability.
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Gain exposure to advanced technical support and escalation handling.
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Join a company committed to ethical business practices and employee development.
Fidelity Services Group supports fair business practices and transformation initiatives. Preference may be given to internal candidates, and all appointments are made based on merit.
Application Process
Candidates who meet the above requirements and are ready to contribute to a high-performing technical support team should submit their application via the official platform below:
Submit your application for Contact Centre Technical Dispatch/Escalations Agent Line 2
Closing Date: 23 January 2026
If you are not contacted within 10 working days after the closing date, please consider your application unsuccessful.
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