Media & Telecom Customer Support

Company Description:

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.
 

Job Description:

We're looking for a dedicated and empathetic Media & Telecom Customer Support professional to join our team in Hyderabad, India. In this role, you will be the voice of our organization, providing exceptional support to customers while resolving their concerns with professionalism and care. You will handle inquiries related to media and telecom services, ensuring every customer interaction leaves a positive impression and builds lasting relationships.

• Respond to customer inquiries via phone, email, chat, and social media channels with prompt and courteous service
• Troubleshoot technical issues related to media and telecom services, providing clear step-by-step guidance to customers
• Document customer interactions accurately in the CRM system and maintain detailed records of issues and resolutions
• Identify and escalate complex issues to appropriate departments while keeping customers informed of progress
• Provide product information and explain service features to customers in a clear and understandable manner
• Follow up with customers to ensure their issues have been resolved satisfactorily and gather feedback
• Maintain a professional demeanor while handling difficult or frustrated customers with empathy and patience
• Adhere to company policies, procedures, and quality standards while managing multiple customer requests simultaneously
• Contribute to team goals and participate in training sessions to enhance product knowledge and customer service skills
• Analyze customer feedback and suggest process improvements to enhance the overall customer experience

Qualifications:

• Proven customer service experience of 1-3 years, preferably in the media, telecom, or related industry
• Excellent verbal and written communication skills with the ability to explain technical concepts in simple terms
• Strong problem-solving abilities and a detail-oriented approach to resolving customer issues
• Proficiency with CRM software, ticketing systems, and other customer support tools
• Demonstrated ability to multitask and manage multiple customer interactions while maintaining quality
• Active listening skills and genuine empathy for customer concerns
• Ability to remain calm and professional when handling challenging customer situations
• Strong time management and organizational skills
• Familiarity with media and telecom services, products, and industry terminology (preferred)
• Multilingual capabilities, particularly regional languages (preferred)
• Experience with knowledge management systems and self-service support platforms (preferred)
• Willingness to work in a team environment and contribute to collective success

Additional Information:

All your information will be kept confidential according to EEO guidelines.