Customer Support Engineer

This position is part-time (from 40 to 100% working time), hourly-paid, with 24/7 shifts.
Telia Carrier Customer Support Center (CSC) comprises of highly trained and experienced technology professionals, with in-depth product knowledge. They work within a customer-centric service environment, applying their proficiency, data, and analytics, which continually leads to high first-time resolution rates, which currently averages 70%.
As a Customer Support Engineer, you will, together with your colleagues, troubleshoot and resolve issues for our customers. You will be responsible to drive progress in cases and a variety of ongoing task forces. Employees are scheduled on a rolling basis for shift work covering 24/7/365 including On-Call duty. Improving our way of working is key which is why you are expected to raise various issues. We work with continuous improvements, so you need to find change appealing. We have Customer Support teams in Stockholm, Washington and Saint Petersburg.
Key responsibilities:
Perform in-depth analysis and troubleshooting.
Initiate Escalation process, drive progress and overall ownership throughout the process.
Form case specific task forces and drive progress in the incident process
Maintain detailed case history and write Root Cause Analysis and Reason For Outage reports
Keep track of SLA thresholds and commitments and chase information and progress status with other internal units and external providers
Take care of our customers’ requests (incoming by telephone, e-mail, web interface and/or fax)
Log all actions taken, and contacts with customers, in the appropriate system
Be responsible for keeping the fault handling on-going and to push for a resolution/a restoration of the service as soon as possible
Write reason for outage reports to customers upon request
Contribute to the process and routine development and improvements and share knowledge
Actively initiate improvements regarding customer solutions, processes and networks
Exemplify the company values & code of ethics in the daily workflow

You are:
Service oriented and business minded
A team player who likes technical trouble shooting just as much as interacting with customers
Ability to perform and cope with stressful environments
Ability to handle several issues simultaneously
An excellent communicator and keen to collaborate with others
Possessing good understanding of a multi-cultural environment and interest to work in such
Ability to learn and adapt to new routines, support systems, technologies
Excellent verbal and written communication skills to be used to explain complex technical matters in a clear and concise manner
Detail oriented individual who enjoys the challenge of complex multilayers technical troubleshooting

Qualifications and skills needed:
Your knowhow and competence will decide the outcome of any given case. Your independent decision-making is fundamental in our chain of operations.
Ability to take on an operational leadership with need for immediate decisions and execution.
Analytical capabilities
Excellent/ fluent English (written and spoken) on a highly technical & professional level.
A degree with major in Network Engineering or Communication Systems or a high technical knowledge, experience, understanding and interest of the same
Solid knowledge of IP technologies, as well as other telecommunication technology layers such as transmission, voice, roaming, Ethernet

The following skills are meriting:
Fluency in additional languages such as Chinese, Spanish, Russian, French etc.
Cisco/Juniper certification and/or understand of signaling
Other related university studies
ITIL knowledge

Working hours: A continuous 24/7/365 shift list, single shifts and on-call duty might occur.
The role’s responsibilities may require an individual security clearance to be performed.