Media & Telecom Customer Support

Sutherland
Hyderabad
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Empathy","Communication","Problem-solving","Active listening","Time management"]

Provide professional customer support for media and telecom services in Hyderabad, handling inquiries via phone, email, chat, and social channels. Diagnose and troubleshoot technical issues with clear step-by-step guidance, document cases accurately in the CRM, and escalate complex problems while keeping customers updated. Deliver product/service explanations, follow up to confirm resolution and gather feedback, and support continuous improvements through analysis of customer input.

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FursaFursa
Sutherland
Sutherland
3 hours ago

Media & Telecom Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 52 minutes agoStatus: Live

Job Summary

Provide professional customer support for media and telecom services in Hyderabad, handling inquiries via phone, email, chat, and social channels. Diagnose and troubleshoot technical issues with clear step-by-step guidance, document cases accurately in the CRM, and escalate complex problems while keeping customers updated. Deliver product/service explanations, follow up to confirm resolution and gather feedback, and support continuous improvements through analysis of customer input.
Location: Hyderabad
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Respond to customer inquiries via phone, email, chat, and social media with prompt and courteous service.
  • •Troubleshoot media and telecom technical issues and provide clear step-by-step guidance.
  • •Accurately document customer interactions in the CRM and maintain detailed issue/resolution records.
  • •Identify, escalate, and track complex issues while keeping customers informed of progress.
  • •Follow up to ensure issues are resolved, gather feedback, and suggest process improvements.

Key Requirements

  • •1-3 years of customer service experience, preferably in media or telecom (or related industries).
  • •Excellent verbal and written communication skills, with the ability to explain technical concepts simply.
  • •Strong problem-solving, detail-oriented issue resolution, and active listening with genuine empathy.
  • •Proficiency with CRM software and ticketing/customer support tools to manage and track cases.
  • •Ability to multitask, manage multiple interactions, and remain calm and professional with difficult customers.
Experience:TelecommunicationsMediaCustomer service
Skills:EmpathyCommunicationProblem-solvingActive listeningTime management
Languages:English
Tech Stack:CRMTicketing systemsPhoneEmailChatSocial media

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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