Mobile Telecommunications Support Associate

About the role

Join Sutherland’s global team as a Mobile Telecommunications Support Associate, handling inbound and outbound calls related to mobile phone products and services. You will provide empathetic, patient support while troubleshooting technical issues.

Key responsibilities

• Handle inbound and outbound customer calls regarding mobile products and services.
• Troubleshoot and resolve mobile‑related technical issues, documenting all actions in ticket notes.
• Escalate complex issues through appropriate channels promptly.
• Adhere to program guidelines, company policies, and compliance requirements.

Required profile

• Must be 18 years or older with a minimum of 2‑3 CXC/GCE subjects inclusive of English, or equivalent U.S. high school diploma/GED.
• Valid government‑issued ID, TRN, and NIS card; able to pass background and drug checks.
• Flexible availability to work any shift, including weekends and public holidays.
• Ability to work onsite and handle high‑volume call environments.

Required skills

• Proficiency with Microsoft Outlook, Word, and Excel.
• Experience using CRM applications.
• Basic PC keyboarding and typing speed of at least 35 wpm with 80% accuracy.
• Strong technical troubleshooting abilities.

What we offer

• Competitive compensation with base pay, incentives, overtime, and shift differentials.
• Annual merit increases, paid training, and career development opportunities.
• Health and life insurance, paid vacation and sick leave, and lunch benefits.
• Transportation/shuttle services, on‑site medical suite, and employee discounts.