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BT Customer Service Technical Advisor in Budapest, Hungary

What you'll be doing:

  • Identify, isolate and troubleshoot network symptoms based on user reports and alerts with the Knowledge and experience in IT service desk support to address customer issues.

  • Interact with resolver groups by assigning tasks and controlling resolution to ensure they are implemented according to SLA target

  • Respond to customer requests based on SLAs and quality KPIs. Communicate with customers via system, email and phone to provide support on BT network services.

  • Apply ITIL best practices and ensure clear processes are followed as per work instructions

  • Ensure updates and high level of quality in communication about the progress of the requests to users and managers

  • Ensure acknowledgement and assignment of new incidents coming from customers and operational teams. Ensure triage and closure for all requests

  • Ensure KPIs and drive the teams towards to quality and excellence

  • Perform technical troubleshooting and follow logical instructions for fault isolation as per the work instructions provided

  • Home office is available in this role depending on further agreement

This role will suit you if you have the following skills:

Soft skills:

  • Ability to meet the customers’ needs in line with the business requirements

  • Focusing on the objectives and the required outcomes of the processes while delivering a service is an advantage

  • Working with a cooperative and positive attitude in a group setting to achieve common goals

  • Communicating effectively and efficiently while adapting to your audience and getting the message through as intended

  • Ability to comprehend and to oversee various aspects of a problem or a situation

  • Taking the responsibility and taking care of the consequences of making a decision

  • Using all data and information available to analyse and understand a situation, with the aim of supporting decisions is an advantage

  • Proven experience in delivering effective and engaging presentations to a variety of audiences is an advantage

  • Focusing on all aspects and details of a task and delivering your output with a high level of accuracy

  • Strengths and abilities that help to oversee processes and guide people toward the achievement of goals is an advantage

  • Ability to find root causes of problems and to focus on their quick and efficient solution is an advantage

  • Desire to learn network concepts

Professional skills:

  • Service Desk Experience. Ideally with IT or Network related works.

  • Customer communication in English

  • Incident management skills

  • Experience in attending to customer requests via systems

  • Technical knowledge on IT and network concepts is an advantage

Language skills:

  • English on a fluent level

  • Any European language on a conversational level is an advantage

Find out more about the most attractive service centre of Hungary, follow us on Facebook (https://www.facebook.com/BTCareersHungary) !

Our efforts to become a really good place to work have been honoured with the following awards:

  • Family Friendly Mentor Company (2017, 2018, 2019, 2020)

  • Family-friendly Company (2012, 2014, 2016)

  • Best Workplaces Award 2020 by Szerethető Munkahelyek

  • Special Award on ‘Open Spotlight Award 2020’ by nyitottakvagyunk.hu

  • Best University Programme in Hungary Award - (2018)

  • Best Employer Branding Strategy in Hungary - Gold Medal (2018)

  • Best Employer Branding Initiative in the CEE, SSC sector (2018)

  • Most attractive employer, SSC sector (2017)

  • Best University-Business cooperation of the year in CEE (2017)

  • Best SSC in CEE region (2016)

Create and submit your application by clicking the Apply Online button below or check out our other live vacancies here (https://bt.taleo.net/careersection/external/jobsearch.ftl?LOCATION=1467305100119) and find a better match!

In case we choose you for one of our open positions, we may request a non-criminal record (erkölcsi bizonyítvány) from you. For further details and legal terms of employment in BT Hungary, please visit this link (https://www.globalservices.bt.com/en/legal/regulatory-legal-statements/hungary) .


COVID-19 Notice: We’ve changed our recruitment process so that we can continue to offer exciting opportunities in BT. We’ve moved to ‘virtual hiring’ until further notice - which includes video interviews and virtual onboarding, to make sure that we maintain candidate and employee safety.

Job: Customer service

Title: Customer Service Technical Advisor

Location: Hungary-Budapest

Requisition ID: 157139