Customer Support Engineer

Are you driven by technology and service minded?
We are now seeking a technical support for a varied role for one of the world's leading providers of network infrastructure and services.


Dina arbetsuppgifter
As technical customer support, you will work in our customer's 2nd line support to help customers all over the world.
You will be part of a team of 40 people, spread across Sweden, the USA and Russia

Our customer provides large network products within IP and transformation products as well as voice solutions.
The customers who call in are often network technicians at large companies and the problems they need help with can range from simple technical issues to advanced network technology problems.
Our customer therefore has high demands on competence and technical understanding of network technology and computer skills.
Key responsibilities

• Perform in-depth level of analysis and troubleshooting.
• Form case specific task forces and drive progress in the incident process
• 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
• Exemplify the company values & code of ethics in the daily workflow


Om företaget
Our client is one of the world’s leading providers of network infrastructure and services – empowering individuals, businesses and societies to execute their most critical activities.
Customer Support Center (CSC) is our client single point of contact regarding service faults, delivery, billing and sales inquiries from customers such as operators, service and content providers as well as other large-scale users world-wide.

They own and drive customer issues to resolution while keeping an open channel of communication with customers during on-going cases. CSC is a technical customer support unit with strong business acumen and customer focus.


Din profil
For this position you need:
• Relevant engineering education towards Computer Engineering, Network Engineering
• Interest / understanding of telecommunications, IP technology
• English speech and writing

It's a plus if you also:
• Speaks another language, for example, Russian, Japanese, or Spanish
• Worked in customer service before
• Knowledge in: Cisco, Juniper certification, understanding of signal technology
• ITIL knowledge


Om oss
As an employee at Framtiden AB, you can feel safe. All of our services are covered by collective agreements, which gives you contractual terms regarding holidays, salary, pension, sick leave, etc.
As an employee at Framtiden, you always get a human resources manager who is available to you throughout the employment period. The task of the human resources manager is to help you develop in your professional role and to ensure that you thrive in your workplace.

Villkor
Working hours: A continuous 24/7/365 shift list, single shifts and on-call duty might occur.
Placement: Solna or on remote
Start: immediately