Technical Voice Process Associates

About the Role

• Provide technical support to UK telecom customers through inbound voice calls.

Key Responsibilities

• Troubleshoot issues related to broadband, internet connectivity, routers, Wi-Fi, and telephone services.
• Identify customer issues by asking relevant diagnostic questions and performing basic troubleshooting.
• Guide customers step-by-step through technical solutions in a clear and professional manner.
• Perform remote troubleshooting, including router resets, configuration checks, connectivity tests, and service checks.
• Create and update customer service tickets with accurate issue details and troubleshooting steps.
• Escalate complex or unresolved technical issues to the appropriate second-level support team.
• Follow UK telecom processes, troubleshooting procedures, data-protection requirements, and quality standards.

Requirements & Tech Stack

• Basic knowledge of computers, networking, broadband, internet connectivity, routers, and telecom services is preferred.

Qualifications

• Eligible candidates: B.E./B.Tech, BCA, BSC graduates in Computer Science, Information Technology, or Computer Applications.
• Freshers with a master's degree cannot apply.
• Freshers from other degree backgrounds are not eligible.
• For experienced candidates, prior experience in a technical field is mandatory.
• Candidates should have strong technical troubleshooting and problem-solving skills.
• Good verbal and written English communication skills are required.
• Candidates must be comfortable handling technical support calls from UK customers.
• Willingness to work in UK/rotational shifts, including night shifts.
• Immediate joiners are preferred.