Technical Customer Support - Representative
TeliaSonera International Carrier / Supportteknikerjobb / Stockholm
2011-01-14
Observera att sista ansökningsdag har passerat.
➡️ Klicka här för den senare publicerade platsannonsen "Technical Customer Support - Representative" (publicerad 2013-01-25) ⬅️
Visa alla supportteknikerjobb i Stockholm,
Solna,
Lidingö,
Sundbyberg,
Danderyd eller i
hela Sverige Visa alla jobb hos TeliaSonera International Carrier i Stockholm Business Area Broadband Services (BA BS) is offering the Smart Home solution, based on IP. Growth focus is on mass market services for connecting homes and offices and for home communication. The business area also includes wholesale and international carrier business. BA BS has a strong market position in the Nordic Baltic area as markets leaders in Sweden, Estonia and Lithuania, number two in Finland and with strong footprints in Norway and Denmark.
TeliaSonera International Carrier is in the business of providing the international communications industry with quality cross-border IP, voice and capacity services, as well as domestic services in Sweden, Finland and Denmark. We constantly explore new ways for customers to increase profitability, improve quality and cut costs. Through intelligent use of our extensive network and high-quality technology, we deliver a wide range of standardized and customizable voice, IP and capacity services. We also provide solutions to the media, gaming and educations industries.
We own and operate more than 43.000 km of fiber network, which covers more than 200 points of presence across Europe, US and Asia. Our goal is to grow profitably and become one of the top three global IP providers. We have offices in 20 countries. TeliaSonera International Carrier is the brand for Business Unit Wholesale's operations.
Customer Care
CC is the Single point of contact 24/7 for all customer queries regarding service/faults, delivery, billing, sales. The Team own and drive customer issues to resolution and constantly communicate with customers during on-going cases. Within the CC team there is also a Media Access Center handling bookings from media and broadcast customers.
The work will continuously be on shift list 24/7/365.
The team exemplifies the company values in the daily work; service customers and working as a team.
English is our working language. We are located in Farsta. We are currently looking for highly motivated team member.
TSIC Customer Care was awarded Best Customer Care at the World Communication Awards in London November 2010.
Job description
Your main responsibilities in this position will be to
• Make analysis of customer request and try to find a solution
• Answer questions by finding information in support systems
• Handover complicated questions to the correct team for resolution
• Give correct feedback to customers regularly, according to SLAs (Service Level Agreements), during on-going issues and close issues upon completion
• Log all actions taken and contacts with customers in our support systems
• Take care of customer requests regarding billing, delivery and sales.
• Handle orders regarding for example cross-connects, remote hands and minor upgrades.
• Handle Booking requests for our Media portfolio.
• Help the customer getting in contact with the appropriate person for advanced sales questions
• "Ownership" of issues opened by the team and handed over to others for resolution
• Keep track of SLA thresholds and commitments and chase information
• Report to customer when solved (both orally and written) Handling of escalations and the follow up
• Contribute to the fulfilment of the team and corporate visions and goals
You are
As a person you are a business and service minded person, a good team worker with a great sense of responsibility. You are an energetic personality who is able to maintain a focused, positive attitude and approach in a sometimes chaotic environment. You need to be extrovert, actively networking with the organization and be a problem solver. You understand the underlying drivers of the Carrier market and our products and can translate them into world class customer service. It is important that you are a team player and have a willingness to work closely with other functions and with external partners to ensure successful delivery of an often complex service.You should also have a great interest of telecom technology, analytical capabilities and be able to handle several issues simultaneously. We want you to be motivated to develop personally and in the work, and to learn new things continuously.
Qualifications
• University degree, preferably in engineering
• Experience in customer service within a telecom environment
• Experience of working in a multicultural environment
• Fluent English (excellent written & spoken)
Special competence and experience
We want you to have technical knowledge and interest within telecommunications, networking and communication technology and services. Knowledge regarding Cisco or juniper routers and TCP/IP is highly meriting.
Experience from work in an international environment it is seen a big plus.
Language skills
Since you will work with international clients you need to be fluent in English, both written and spoken. All communication internally and externally will be in English. You should have excellent communication skills, both over the phone and in writing. It is meriting if you are fluent in at least one of the following languages, Russian, Spanish, French, Italian, Persian, Chinese or Japanese.
In this position you will work on a shift list 24/7 and single shifts will occur. On call duty can occur.
Temporary position until 2012-02-05
Read more about TeliaSonera International Carrier here:
www.teliasoneraic.comIf you have any questions about this position please contact Benny Österlund Head of Customer Care +46 73 8380000 or HR Manager Susanne Lundberg +46 70 5572067
Publiceringsdatum2011-01-14Arbetstider och omfattning38
ErsättningEnligt avtal
Så ansöker duSista dag att ansöka är 2011-01-28
Ansökan kan tyvärr inte göras via e-post.
Ansökan sker via företagets webbplats.
KontaktBenny Österlund, +46 +46 73 8380000
Susanne Lundberg, +46 70 5572067
FöretagTeliaSonera International Carrier
AdressTeliaSonera International Carrier
10663 Stockholm
Jobbnummer 822285
Observera att sista ansökningsdag har passerat.