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:
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
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
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
Requisition ID: 157139
- BT Jobs