Firstsource hiring International Voice Support(Service Based Process)

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 voice calls from UK customers related to:
  
• Broadband/wifi connectivity issues
  
• Router configuration & setup
  
• Mobile network issues (voice, data, SIM errors)
  
• Landline faults
  
• Service activation & provisioning
  
• Diagnose and troubleshoot customer issues using defined tools, scripts, and technical workflows.
  
• Guide customers step-by-step to resolve device or network problems remotely.
  
• Raise fault tickets and coordinate with backend teams for unresolved issues.
  
• Ensure compliance with UK telecom standards, security, and data protection guidelines.
  

Customer Service

• Provide clear, patient, and professional communication on every call.
  
• Explain technical steps in simple and easy-to-understand language.
  
• Maintain accurate logs, case notes, and resolution details in CRM systems.
  
• Achieve process KPIs such as First Call Resolution, Quality Score, and Customer Satisfaction (CSAT).
  

Skills & Requirements

• Excellent verbal communication skills in English (neutral / UK-friendly accent preferred).
  
• Strong troubleshooting and analytical skills.
  
• Prior experience in

  international voice

  or

  telecom technical support

  is highly preferred.
• Ability to independently resolve network and broadband issues using logical troubleshooting.
  
• Comfortable working in

  UK shifts

  (night shifts) with rotational weekly offs.
• Basic knowledge of networking concepts (DNS, IP address, modem/router functions, Wi-Fi settings).
  
• Proficiency with CRM tools and computer systems.
  

Benefits

• Competitive salary with performance incentives.
  
• Extensive training on UK telecom systems, tools, and technical workflows.
  
• Growth opportunities in technical support, quality, and team leadership roles.

• Two-way cab facilities.

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