Technical Customer Support Helpdesk (Telecom)

MultiMind Bemanning AB arbetar med personaluthyrning och rekrytering. Bolagets nisch är att förmedla personal med språkkunskaper samt internationell erfarenhet inom områdena kundservice, ekonomi, marknadsföring, HR och IT.

MultiMind is looking for a talented and technically skilled Customer Support Representative for one of our clients. Our client is an international provider of communications services. They operate one of the largest fiber networks in the world.



The Client 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.



The role Customer Support Center (CSC) is the 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
You are Service and business minded A team player who likes technical trouble shooting just as much as interacting with customers A self-driven problem solver with strong analytical capabilities Indifferent to a stressful environment Able to handle several issues simultaneously A team player with a great sense of responsibility An excellent communicator and keen to collaborate with others An extrovert, actively networking with the organization Good understanding of a multi-cultural environment and interest to work in such 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 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, voice, roaming
The following skills are meriting: Cisco/Juniper certification and/or understand of signaling Other related university studies ITIL knowledge Fluent level in Spannish An additional foreign language on a fluent level
Working hours A continuous 24/7/365 shift list, single shifts and on call duty might occur.


As a consultant for MultiMind you are offered

Employment terms and conditions compliant with current sector based collective agreements including, salary levels, vacation entitlements, employer pension contributions, sick-leave entitlements and overtime and shift work entitlements.

A dedicated and engaged consultant manager who not works actively with your assignment and career development but also is always available for questions regarding your employment. An opportunity to test and gain experience from a wide range of international and local companies. Become part of a diverse and dynamic consultant community comprising over 30 nationalities who meet regularly @ MultiMind sponsored events and social activities.