International Technical/Telecom Voice Process

International Technical/Telecom Voice Process

Roles and Responsibilities:

• Handle inbound and outbound calls from international customers regarding technical and telecom-related inquiries.
• Diagnose and troubleshoot a wide range of technical issues related to telecommunication services, hardware, and software.
• Provide accurate and comprehensive solutions, guiding customers through steps to resolve their problems.
• Explain complex technical concepts clearly and understandably to non-technical users.
• Maintain detailed and accurate records of all customer interactions, technical issues, and resolutions in the system.
• Adhere to company policies, procedures, and quality standards for all voice interactions.
• Escalate complex or unresolved technical/telecom issues to higher-tier support teams when necessary, ensuring proper follow-up.
• Stay updated on product knowledge, service changes, and new offerings within the technical and telecom domain.

Skills Requirement:

• Excellent

  verbal communication skills in English

  , with a clear and neutral accent suitable for international communication.
• Strong technical aptitude and problem-solving abilities, particularly in troubleshooting telecom and general technical issues.
• Ability to understand and articulate technical concepts clearly to diverse customers.
• Strong active listening skills and the ability to empathize with customer situations.
• Customer-focused mindset with a strong commitment to delivering exceptional service.
• Ability to work effectively in a fast-paced environment and manage call volumes.
• Basic computer proficiency and ability to navigate various technical and customer service software applications.
• Prior experience in a technical support or telecom support role is highly advantageous.

QUALIFICATION:

• Bachelor's degree or equivalent practical experience.