Firstsource hiring -International Voice Support

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, Mexico and India. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Technical Support

• Handle inbound calls from UK customers facing issues with telecom products (broadband, Wi-Fi routers, mobile network, TV services, landline).
  
• Diagnose and troubleshoot technical problems such as connectivity issues, slow speeds, router configuration, device compatibility, or service outages.
  
• Guide customers through step-by-step technical solutions (reset router, check cables, update settings, change Wi-Fi passwords, etc.).
  
• Raise tickets to field engineers if the issue requires on-site support.
  
• Provide clear and simple technical explanations to non-technical customers.
  

Customer Service

• Provide accurate information on service plans, usage, account status, and technical features.
  
• Ensure high-quality call handling and maintain a professional and empathetic tone.
  
• Follow up on unresolved issues to ensure customer satisfaction.
  

Process & Compliance

• Document call details, troubleshooting steps, and customer interactions in the CRM system.
  
• Comply with UK telecom regulations, data protection policies, and quality guidelines.
  
• Meet internal performance metrics such as First Call Resolution (FCR), QA score, and AHT.

Optional Benefits (Company Dependent)

• Performance incentives
  

• Two Way Cab Facilities

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