Customer Support Engineer positions open at Telia Carrier

Arbetsbeskrivning
Customer Support Center (CSC) is TC's single point of contact for customers such as operators, service and content providers as well as other large-scale user's world-wide. The responsibility of CSC starts when a service is delivered. From that point onwards we aim to provide the best possible customer experience throughout the onboarding, customer support, service assurance and billing processes. There is a strong belief that providing an excellent customer care is a differentiator and business driver and you must think so, too.

As Customer Support Engineer you will be part of a multi-cultural team working in an international environment. You will handle incoming customer incidents and other inquiries through telephone, e-mail or web interface. Apart from trouble shooting and driving case resolution your responsibilities will be to interact with peers, update customer on a regular basis, including escalating when necessary in order to resolve each case with highest possible quality and speed. All work is logged in appropriate system.

Improving our way of working is key which is why you are expected to raise issues, small and large, where we can improve. We work with continuous improvements so you need to find change appealing and like to drive improvements.

Key responsibilities

Take care of our customers' requests
Log all actions taken, and contacts with customers, in the appropriate system
Perform in-depth analysis/trouble shooting
Ensure that KPIs and SLA tresholds and commitment are held and escalate cases that risk falling outside of the same
Ensure case resolution progress and push for restoration of the service as soon as possible
Ensure customer is continuously updated
Write reports to customers
Contribute to the process and routine's development and improvements and share knowledge
Exemplify the company values & code of ethics in the daily workflow

Working hours
A continuous 24/7/365 shift list, single shifts and on call duty might occur.

In this position you will be a consultant for Magna but working for our client Telia Carrier. There are great chances to be directly reqruited by Telia Carrier after the initial 6 months.


Kundföretaget
Telia Carrier (TC) is one of the world's leading providers of network infrastructure and services - empowering individuals, businesses and societies to execute their most critical activities.

Din profil
Qualifications and skills needed
Excellent/ fluent English (written and spoken) on a highly technical & professional level
A technical university degree within 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 ethernet, transmission
Experience from working with different routing protocols
Experience within routing/switching hardware

The following skills are meriting:
Cisco/Juniper certification, i.e CCNA, CCNP, CCNIE (within routing/switching)
Understanding of signaling
Experience from voice, roaming
Other related university studies
ITIL knowledge
An additional foreign language on a fluent level

Key responsibilities
Take care of our customers' requests
Log all actions taken, and contacts with customers, in the appropriate system
Perform in-depth analysis/trouble shooting
Ensure that KPIs and SLA tresholds and commitment are held and escalate cases that risk falling outside of the same
Ensure case resolution progress and push for restoration of the service as soon as possible
Ensure customer is continuously updated
Write reports to customers
Contribute to the process and routine's development and improvements and share knowledge
Exemplify the company values & code of ethics in the daily workflow


Vårt företag
Vi är en samarbetspartner som hjälper företag att utveckla, utmana och förbättra organisationer inom bemanningslösningar och rekryteringsuppdrag. Vi hjälper våra kunder med allt ifrån juniora tjänster till chefs- och specialistroller. Våra kompetensområden är HR & Lön, Ekonomi & Finans, Kundtjänst & Administration, Marknad & Försäljning, It & Teknik, Handel & Logistik, Industri.

Vi önskar en blandad arbetsstyrka och välkomnar mångfald och sökande oberoende av t ex funktionshinder, kön, etnicitet, ålder och sexuell läggning.
Vi är ett auktoriserat bemanningsföretag med kollektivavtal, försäkringar och tjänstepension.

Varje människa har en fantastisk potential. Det är viktigt att ta till vara på alla människors kompetens och erbjuda dem möjligheten att uppnå sina drömmar. Genom omsorgsfullhet, väl fungerande rekryteringsprocesser och hög kompetens hjälper vi människor och företag att mötas och lyckas tillsammans. En bättre värld helt enkelt!