Telecom Email Support Operations

I run a mid-sized telecom service and I’m looking for a reliable partner to take over our email ticket queue. Every message you’ll handle falls into one of three categories—general customer service, account-level billing questions, and, most importantly, technical trouble reports. Phone and live chat are covered internally, so your entire workflow will be email-centric.

Here’s what I need from you each business day:

• Monitor the shared support mailbox, triage new tickets, and respond within the SLA I’ll provide.
• Troubleshoot connectivity, VoIP, and device-configuration issues by following our knowledge-base playbooks and, when necessary, escalating to Tier-2.
• Clarify billing discrepancies (pro-rated charges, plan changes, taxes) and update the customer once the adjustment is applied.
• Log every action taken in our Zendesk instance and tag tickets accurately so reports stay clean.
• Flag any recurring technical fault you notice so we can feed it back to engineering.

Acceptance criteria
• First response time and resolution time meet or beat the SLA metrics we set at kickoff.
• Ticket tags are 100 % accurate and complete.
• Customer satisfaction score stays at or above 90 %.

I’ll provide full documentation, mailbox access, and a sandbox account for testing fixes before you answer users. If you’ve previously supported telecom, ISP, or VoIP clients via email and can demonstrate strong written English, I’d love to hear how you would structure your day and the tools you prefer.