Customer Support Engineer

Telia Company Telia Carrier / Butikssäljarjobb / Solna
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Telia Carrier owns and operates one of the world's most extensive fiber backbones. Our mission is to provide exceptional network infrastructure and services - empowering individuals, businesses and societies to execute their most critical activities. By working close to our customers, we make big ideas happen at the speed of fiber.
Discover more at www.teliacarrier.com



This position is a full time one, several positions opened, 24/7 shifts occur.

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. 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

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 analysis and troubleshooting in order to resolve as many cases as possible at first line without escalation to second level support
Keep track of SLA thresholds and commitments and chase information and progress status with other internal units and external providers
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'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 self-driven problem solver with strong analytical capabilities
A team player who likes technical trouble shooting just as much as interacting with customers
Indifferent to a stressful environment
Able to handle several issues simultaneously
An excellent communicator and keen to collaborate with others
An extrovert, actively networking with the organization
Possessing 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 degree with major in 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 transmission, voice, roaming, Ethernet
The following skills are meriting:

Cisco/Juniper certification and/or understand of signaling
Other related university studies
ITIL knowledge
An additional language (apart from English and Swedish) on a fluent level
Working hours A continuous 24/7/365 shift list, single shifts and on call duty might occur.

If you have any qestion please contact Anna.Demchenko@teliacompany.com

Varaktighet, arbetstid
shift Permanent employment

Publiceringsdatum
2017-04-25

Ersättning
collectiv agreement

Så ansöker du
Sista dag att ansöka är 2017-05-10
Klicka på denna länk för att göra din ansökan

Kontakt
Carl-Johan Larsson +46 722475607

Företag
Telia Company Telia Carrier

Adress
Telia Company Telia Carrier
Vitsandsgatan 9
12386 Farsta

Kontorsadress
Vitsandsgatan 9

Jobbnummer
3459431

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