Mobile Telecommunications Support Associate

Sutherland
Jamaica
Workplace: HybridFull timeFunction: Communications, PR & CommunityEducation: high_schoolSkills: ["Active listening","Empathy","Problem-solving","Attention to detail","Communication"]

Support mobile phone customers by handling inbound and outbound calls and resolving issues related to mobile products and services. You’ll demonstrate empathy and active listening, troubleshoot technical problems, and take appropriate next steps to satisfy customer needs. Document call details in ticket notes, escalate complex or unresolved cases through the right channels, and follow program guidelines, company policies, and compliance requirements. Onsite work is required as needed.

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FursaFursa
Sutherland
Sutherland
3 days ago

Mobile Telecommunications Support Associate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Support mobile phone customers by handling inbound and outbound calls and resolving issues related to mobile products and services. You’ll demonstrate empathy and active listening, troubleshoot technical problems, and take appropriate next steps to satisfy customer needs. Document call details in ticket notes, escalate complex or unresolved cases through the right channels, and follow program guidelines, company policies, and compliance requirements. Onsite work is required as needed.
Location: Jamaica
Workplace: Hybrid
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Entry level

Key Responsibilities

  • •Handle inbound and outbound customer calls related to mobile phone products and services.
  • •Use empathy, patience, and active listening to ensure a positive customer experience.
  • •Resolve customer queries, including troubleshooting mobile-related issues and providing technically inclined solutions.
  • •Accurately document call details and actions taken in ticket notes for each interaction.
  • •Escalate unresolved or complex issues through the appropriate channels in a timely manner.

Pay and Benefits

Perks:Health InsuranceLife InsurancePaid TrainingPaid LeaveMeal AllowanceShuttle ServicesMedical SuiteCommuter Benefits

Key Requirements

  • •Be 18 years or older.
  • •Have a minimum of 2-3 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED; plus minimum 3 subjects inclusive of English (CXC/CSEC, GCE, SSC, JSCE, NCTVET, or CCSLC).
  • •Have a valid (not expired) government-issued ID, TRN and NIS card.
  • •Be able to pass a criminal background check and drug test as needed.
  • •Have flexible availability to work any day and any assigned shift weekly, and be able to train and/or work onsite.
Experience:TelecommunicationsCustomer service
Education:High School
Skills:Active listeningEmpathyProblem-solvingAttention to detailCommunication
Languages:English
Tech Stack:CRMMicrosoft OfficeOutlookWordExcel

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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