Telecom Technical Support Telecaller

I need a steady-voiced telecaller who can jump straight into front-line technical support for our telecommunications customers. You’ll be the first person they reach whenever a line drops, data speeds crawl, or a new handset refuses to register. Your job is to listen calmly, probe for the real issue, walk the caller through quick fixes, and document each step in our CRM so the engineering team has clear notes if an escalation is needed.

Although our core work revolves around telecom services—voice, mobile data, SIP trunks, basic router setups—occasional questions spill over into software settings or peripheral hardware, so any extra knowledge there is a welcomed bonus.

Key deliverables:
• Answer inbound support calls during your assigned shift using our soft-phone system.
• Verify account details, diagnose the fault, and guide the customer toward a resolution or next step.
• Log every interaction in Zendesk (or a similar ticketing tool) with concise, accurate notes.
• Follow the escalation matrix when an issue can’t be fixed on the spot and keep the customer updated until closure.

Success for this project means low average handle time, high first-call resolution, and consistently positive feedback scores recorded in the system. If you’re confident with telecom jargon, comfortable on the phone, and meticulous with ticket notes, let’s talk.