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 development and improvements and share knowledge
Exemplify the company values & code of ethics in the daily workflow
Qualifications and skills needed
Excellent/ fluent English (written and spoken) on a highly technical & professional level
A degree with major in 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 transmission, voice, roaming, Ethernet
The following skills are meriting
- Cisco/Juniper certification
- ITIL knowledge
- Chinese, Russian, Japanese or Spanish language skills
Service and business minded
A self-driven problem solver with strong analytical capabilities
Able to easily learn and adapt new routines, support systems, technologies
About the position
Employees are scheduled on a rolling basis for shift work covering 24/7/365. Single shifts and on-call duty can occur. This is a part-time hourly-paid position.
About Telia Carrier (TC)
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 users 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.
Discover more at www.teliacarrier.com
Please submit your CV and cover letter in English.
For more information regarding the positions, please contact Karin Persson