Technical Customer Support Helpdesk (Telecom)
MultiMind Bemanning AB / Supportteknikerjobb / Stockholm
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hela Sverige MultiMind Bemanning AB arbetar med personaluthyrning och rekrytering. Bolagets nisch är att förmedla personal med språkkunskaper samt internationell erfarenhet inom områdena kundservice, ekonomi, marknadsföring, HR och IT.
MultiMind is looking for a technically skilled Customer Support Representative for one of our clients, an international provider of communications services that operates one of the largest fiber networks in the world.
The Client Our Client is one of the world's leading providers of network infrastructure and services - empowering individuals, businesses and societies to execute their most critical activities.
The role 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 trouble shooting and driving case resolution your responsibilities will be to interact with peers, update customer on a regular basis, including escalating when necessary in order to resolve each case with highest possible quality and speed. All work is logged in appropriate system.
Customer Support Center (CSC) is the 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. 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.
Improving our way of working is key which is why you are expected to raise issues, small and large, where we can improve. We work with continuous improvements so you need to find change appealing and like to drive improvements.
Qualifications and skills needed Excellent/ fluent English (written and spoken) on a highly technical & professional level
A technical university degree within 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 ethernet, transmission, voice, roaming
Experience from working with different routing protocols
Experience within routing/switching hardware
The following skills are meriting: Spanish or/and Russian on a fluent level
Cisco/Juniper certification, i.e CCNA, CCNP, CCNIE (within routing/switching)
Understanding of signaling
Experience from voice, roaming
Other related university studies
ITIL knowledge
Key responsibilities Take care of our customers' requests
Log all actions taken, and contacts with customers, in the appropriate system
Perform in-depth analysis/trouble shooting
Ensure that KPIs and SLA tresholds 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 as soon as possible
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 trouble shooting 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
Working hours A continuous 24/7/365 shift list, single shifts and on call duty might occur.
As a consultant for MultiMind you are offered
Employment terms and conditions compliant with current sector based collective agreements including, salary levels, vacation entitlements, employer pension contributions, sick-leave entitlements and overtime and shift work entitlements.
A dedicated and engaged consultant manager who not works actively with your assignment and career development but also is always available for questions regarding your employment.
An opportunity to test and gain experience from a wide range of international and local companies.
Become part of a diverse and dynamic consultant community comprising over 30 nationalities who meet regularly @ MultiMind sponsored events and social activities.
Varaktighet, arbetstid
Skift -
Publiceringsdatum2017-04-21Ersättning Enligt överenskommelse
Så ansöker duSista dag att ansöka är 2017-05-12
Klicka på denna länk för att göra din ansökanKontaktTolga Demir +46 8 216700
FöretagMultiMind Bemanning AB
AdressMultiMind Bemanning AB
Kungsgatan 66
11122 Stockholm
KontorsadressKungsgatan 66
Jobbnummer 3451684
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