Customer Support Engineer
Telia Company Telia Carrier / Butikssäljarjobb / Solna
2016-11-04
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hela Sverige 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.
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www.teliacarrier.com 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 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. 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.
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 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 knowledge, experience, understanding and interest in telecommunications Solid knowledge of IP technologies, as well as other telecommunication technology layers such as transmission, voice, roaming, Ethernet Completed studies at a technical university to at least a Bachelor degree
The following skills are meriting:
Cisco/Juniper certification and/or understand of signaling Other related university studies ITIL knowledge 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. Location: Stockholm
Application: Please, apply via the system, no later than November 11 th If you have questions, please contact Anna Demchenko
Anna.Demchenko@teliacompany.comVaraktighet, arbetstid
Permanet Permanent
Publiceringsdatum2016-11-04Ersättning collective agreement
Så ansöker duSista dag att ansöka är 2016-11-17
Klicka på denna länk för att göra din ansökanKontaktAnna Demchenko +46 8 50451460, +46 70 5105600
FöretagTelia Company Telia Carrier
AdressTelia Company Telia Carrier
Vitsandsgatan 9
12386 Farsta
KontorsadressVitsandsgatan 9
Jobbnummer 3143576
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