Customer Technical Support

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.
Customer Support Center (CSC) is TC’s 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. We 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. You will be responsible to drive progress in cases and a variety of ongoing task forces.
Independent decision-making is fundamental in our chain of operations, most of all cases are owned and resolved by our customer support engineers.
We deliver a world-class customer experience to build business trust and reliability with our customers. Employees are scheduled on a rolling basis for shift work covering 24/7/365. Single shifts and on-call duty can occur.
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.
Key responsibilities:
· Be the first point of contact for all post-delivery inquiries for our customers
· Communicate regularly and effectively with customers to provide updates on ongoing incidents and log all actions taken in the appropriate system
· Perform in-depth analysis and troubleshooting on the incidents reported by customers or those identified through monitoring systems
· Initiate Escalation process, drive progress and overall ownership throughout the process
· Form case specific task forces and drive progress in the incident process
· Be responsible for keeping momentum on ongoing incident investigations through regular follow up and communication with all involved parties
· Keep track of SLA thresholds and commitments and chase information and progress status with other internal units and external providers
· Contribute to the process and routine development and improvements and share knowledge
· Exemplify the company values & code of ethics in the daily workflow
You are:
· Structured, methodical, and well-organized
· A team player who likes technical troubleshooting just as much as interacting with customers
· Analytical skills and ability to prioritize work according to the needs of the business
· High attention to details and ability to handle several issues simultaneously
· An excellent communicator and effective collaborator
· Possessing good understanding of a multi-cultural environment and interest to work in such
· Strong desire to learn from various technological courses, business processes, support systems etc
Qualifications and skills needed:
· A degree with major in Network Engineering or Communication Systems or a high technical knowledge, experience, understanding and interest of the same
· Excellent/ fluent English (written and spoken) on a highly technical & professional level and other languages are a plus
· Solid knowledge of IP technologies, as well as other telecommunication technology layers such as transmission, voice, roaming, Ethernet
· Cisco/Juniper certification and/or understanding of signaling
The following skills are meriting:
· ITIL knowledge
· Basic programming skills in Python, SQL etc
· Project management experience
· Lean, Six Sigma, BPM and/or other similar discipline
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.
Interested?
If you want to join my team, don't hesitate to apply! Last application date is 2021-10-29.
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