Walk-in | Firstsource is hiring - CSA Technical Support

Firstsource; Bengaluru; On-site; INR 180,000 - 320,000; Full time

Job summary

Firstsource is seeking aTechnical Support Executive to handle international telecom customers via voice calls, troubleshooting issues from connectivity to router configurations. You will guide customers through resolutions, create tickets, and ensure high satisfaction while meeting KPIs.

The role requires strong English skills, good problem-solving, and willingness to work in rotational/night shifts in Bengaluru. Freshers with strong English and basic tech knowledge may be considered.

Qualifications

• Excellent spoken English and international accent comprehension.
• Strong verbal communication and active listening skills.
• Basic knowledge of telecom, networking, broadband, Wi‑Fi, routers, and troubleshooting.
• Good logical and analytical problem-solving ability.
• Comfortable handling irate or technically frustrated customers.
• Basic computer skills and ability to work with CRM/ticketing systems.
• Willingness to work in rotational shifts/night shifts.

Responsibilities

• Handle inbound/outbound international customer calls professionally.
• Troubleshoot telecom-related technical issues such as Internet/network connectivity, broadband and Wi‑Fi problems, SIM/mobile network issues, voice and data connectivity, router/modem configuration, and outages.
• Diagnose problems by asking appropriate technical questions and guide customers through solutions.
• Create and update service tickets with accurate issue details and escalate complex issues as needed.
• Maintain call quality, customer satisfaction, and process compliance; meet KPIs such as AHT, FCR, CSAT, quality score, and attendance.

Skills

Spoken English

Verbal communication

Active listening

Telecom

Networking

Broadband

Wi-Fi

Routers

Troubleshooting

Problem solving

Customer handling

CRM

Ticketing systems

Rotational shifts

Night shifts

Education

SSLC + 1 year Technical Experience

BE/B.Tech/BCA/B.Sc. Computer Science

Job description

Job Summary

We are looking for a Technical Support Executive to handle international telecom customers over voice calls. The role involves troubleshooting technical issues related to telecom services, providing effective resolutions, and ensuring a high level of customer satisfaction.

Key Responsibilities

• Handle inbound/outbound international customer calls professionally.
• Troubleshoot telecom-related technical issues such as:
  • Internet/network connectivity
  • Broadband and Wi‑Fi problems
  • SIM/mobile network issues
  • Voice and data connectivity
  • Router/modem configuration
  • Network outages and service interruptions
• Diagnose problems by asking appropriate technical and troubleshooting questions.
• Guide customers step-by-step through technical solutions.
• Create and update service tickets with accurate issue details.
• Escalate unresolved or complex technical issues to the appropriate team.
• Maintain call quality, customer satisfaction, and process compliance.
• Meet KPIs such as AHT, FCR, CSAT, quality score, and attendance.
• Follow company security, data‑protection, and customer‑service procedures.

Required Skills

• Excellent spoken English and international accent comprehension.
• Strong verbal communication and active listening skills.
• Basic knowledge of telecom, networking, broadband, Wi‑Fi, routers, and troubleshooting.
• Good logical and analytical problem‑solving ability.
• Comfortable handling irate or technically frustrated customers.
• Basic computer skills and ability to work with CRM/ticketing systems.
• Willingness to work in rotational shifts/night shifts.

Education & Experience

SSLC + 1 year Technical Experience OR BE/B.Tech/BCA/B.Sc. Computer Science.

• Freshers with strong English communication and basic technical knowledge may also be considered.

• Anyone who attended interview before 30 days are not eligible to attend walk-in.