Technical Customer Support - Representative
TeliaSonera International Carrier / Inköpar- och marknadsjobb / Stockholm
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hela Sverige Visa alla jobb hos TeliaSonera International Carrier i Stockholm TeliaSonera International 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.
We are a part of the TeliaSonera group, Europe’s 5th largest operator with 175 million subscriptions from the Nordics to Nepal.
Discover more at teliasoneraic.com
Join a Winning team!
TeliaSonera International Carrier is a global provider of cross-border communication services. We operate one of the largest fibre networks in the world which covers more than 100 points of presence in major cities in 35 countries across Europe, North America and Asia.
Our explicit goal is to provide the best customer care in the global carrier market. In November 2010 we won the prestigious World Communication Award for the best Customer Care in the Telecom world. We are currently looking for a technically oriented customer care representative for our Voice & Transmission team.
Customer Care (CC)
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. Customer Care is business and customer focused, not problem oriented. Customer care consists of three teams specialized in different customer and product segments. We are a truly multi cultured team with 29 people with 17 nationalities and speak 25 different languages. We are located in Farsta.
Job Description
You will be working in a team that handles Voice and Transmission (Wavelength/SDH/Ethernet) services. The team own and drive customer issues to resolution and constantly communicate with customers during on-going cases. All internal and external communication will be in English. You should have excellent communication skills, both over the phone and in writing. The work will continuously be on shift list 24/7/365.
Your main responsibilities in this position will be to:
• Analyse customers’ requests and try to find a solution by finding information in support systems
• Regularly provide correct feedback to customers
• Log all actions taken and contacts with customers in our support systems
• Contribute to the fulfilment of the team and corporate visions and goals
• Keep track of SLA thresholds and commitments and chase information
Education and experience
• University degree, preferably within Telecommunications or Network 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. Prior work experience in an international environment is meritorious.
As an individual you are a business and service minded person, a good team player 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 Telecom market and translate them into world class customer service.
Language skills
Since you will work with international clients from all over the world you need to be fluent in English both written and spoken (near native speaking). Proficiency in other languages is advantageous. Swedish not required.
Other skills needed
Specific area of expertise
• Excellent English (written and spoken)
• Excellent communication skills over telephone and in writing
• Experience of working in an international environment
Technical knowledge
• A high technical knowledge, understanding and interest of Telecommunication/TCP/IP technology
• University degree from a Technical university
• Cisco/Juniper certification and/or understanding of signalling is advantageous.
• Knowledge of the Telecom elements and understanding of different network architecture and components
Personal characteristics – “soft skillsâ€
• Service minded
• High stress endurance
• Good team worker and a great sense of responsibility
• Extrovert, actively networking with the organisation
• Socially intelligent
• Problem solver
• Strong analytical capabilities
• Being able to handle several issues simultaneously
• Motivated to develop personally and in the work, and to continuously learn new things
• Easily learn/adapt new things (routines, support systems, technologies etc.)
Publiceringsdatum2013-01-25Arbetstider och omfattningshift
Ersättningaccording to agreemnet
Så ansöker duSista dag att ansöka är 2013-02-03
Ansökan kan tyvärr inte göras via e-post.
Klicka på denna länk för att göra din ansökanKontaktUlrica Pettersson +46 706291120
FöretagTeliaSonera International Carrier
AdressTeliaSonera International Carrier
10663 Stockholm
Jobbnummer 1448817
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