Walk-in || Firstsource is hiring - CSA Technical Support

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries.

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

Qualification:

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.

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.