English speaking 2nd Line Support Agent to International Telecom Company

MultiMind Bemanning AB offers staffing and recrutiment services. Our niche is to supply staff with language skills and international experience within Logistics, Accounting/Finance, Marketing, HR and IT.

TeliaSonera International Carrier (TSIC) 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 Care is TSIC’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 user’s world-wide. We own and drive customer issues to resolution while keeping an open channel of communication with customers during on-going cases. Customer Care is a technical customer support with strong business acumen and customer focus. We deliver a world-class customer experience to build business trust and reliability with our customers. Employees are required to be scheduled on a rolling basis for shift work covering 24/7/365. Single shifts and on-call duty can occur.


Key responsibilities

* 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
* Perform in-depth level of troubleshooting in order to resolve as many cases as possible
* Keep track of SLA thresholds and commitments and chase information
* 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 fulfilment of the team via knowledge sharing
* Exemplify the company values & code of ethics in the daily workflow

You are

* Service and business oriented
* Indifferent to a stressful environment
* A team player with a great sense of responsibility
* An extrovert, actively networking with the organization
* A self-driven problem solver with strong analytical capabilities
* Able to handle several issues simultaneously
* Able to easily learn and adapt new routines, support systems, technologies

Qualifications and skills needed

* Excellent/ fluent English (written and spoken) on a highly technical & professional level
* Excellent communication skills over telephone and in writing
* A technical knowledge, experience, understanding and interest of Telecommunication/TCP/IP technology
* Cisco/Juniper certification and/or understand of signaling is meriting


Working hours
The work will continuously be on shift list 24/7/365, single shifts and on call duty might occur.