Technical Support and Sales Representative TeleTech Customer Care Management- Philippine Branch My work involved taking inbound calls and troubleshooting/resolving internet connection issues over the phone. The account that I handled was Telstra and I dealt with Australian customers. I was highly trained to conduct connection tests and escalations. Aside from assisting customers regarding their internet connection issues, I needed to maintain specific client-mandated metrics such as Average Call Handling Time (AHT), First Call Resolution (FCR), Call Quality, and Sales (Telstra Platinum Sales).