Customer Support Engineer positions open at Telia Carrier
Telia Company Telia Carrier / Butikssäljarjobb / Solna
2017-07-03
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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 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 and 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 doing technical analysis and communicating with customers whenever needed, you will interact with peers and aim to resolve each case with highest possible quality and speed.
Improving our way of working is key which is why you are expected to raise issues, small and large, when needed. 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 actions and contacts with customers in the appropriate system
Perform in-depth analysis/troubleshooting
Ensure that KPIs and SLA thresholds 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 within SLA
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 troubleshooting 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
A technical university degree within Network Engineering or a high technical knowledge, experience, understanding and interest of the same
Solid knowledge of IP and transmission technologies, i.e. ethernet and VPN
Experience from working with large networks
Experience from routing and switching hardware
Excellent/ fluent English (written and spoken) on a highly technical & professional level. For this recruitment it is also meriting if you speak Spanish.
The following skills are meriting (in the order of appearance):
Cisco/Juniper certification, i.e CCNA, CCNP, CCNIE (within routing/switching)
ITIL knowledge Understanding of signaling
Other related university studies
Experience from voice, roaming
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. For this specific role, you will be employed by the hour. Amount of shifts may vary, stretching from a 2-3 shifts per week to working full-time if needed. Application To be sent to
Catherine.Kruger@teliacompany.comVaraktighet, arbetstid
Full time Full time
Publiceringsdatum2017-07-03Ersättning collective agreement
Så ansöker duSista dag att ansöka är 2017-07-17
Klicka på denna länk för att göra din ansökanKontaktCatherine Krüger
FöretagTelia Company Telia Carrier
AdressTelia Company Telia Carrier
Vitsandsgatan 9
12386 Farsta
KontorsadressVitsandsgatan 9
Jobbnummer 3588133
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