Job Information
BT Customer Service Technical Advisor in Budapest, Hungary
Customer Service Technical Advisor
Job Req ID: 32445
Posting Date: 23 Apr 2024
Function: Engineering
Unit: Business
Location:
Building 31, Budapest, Hungary
Salary: Competitive
Key Responsibilities
Identify, isolate, and troubleshoot network symptoms based on user reports and alerts with the Knowledge and experience in IT service desk support to address customer issues.
Interact with resolver groups by assigning tasks and controlling resolution to ensure they are implemented according to SLA target
Respond to customer requests based on SLAs and quality KPIs. Communicate with customers via system, email, and phone to provide support on BT network services.
Apply ITIL best practices and ensure clear processes are followed as per work instructions
Ensure updates and high level of quality in communication about the progress of the requests to users and managers
Ensure acknowledgement and assignment of new incidents coming from customers and operational teams. Ensure triage and closure for all requests
Ensure KPIs and drive the teams towards to quality and excellence
Perform technical troubleshooting and follow logical instructions for fault isolation as per the work instructions provided
Home office is available in this role depending on further agreement. Please note this role requires to work in shifts!
This Role Will Suit You If You Have The Following Skills
Soft Skills:
Ability to meet the customers’ needs in line with the business requirements
Focusing on the objectives and the required outcomes of the processes while delivering a service is an advantage
Working with a cooperative and positive attitude in a group setting to achieve common goals
Communicating effectively and efficiently while adapting to your audience and getting the message through as intended
Ability to comprehend and to oversee various aspects of a problem or a situation
Taking the responsibility and taking care of the consequences of making a decision
Using all data and information available to analyze and understand a situation, with the aim of supporting decisions is an advantage
Proven experience in delivering effective and engaging presentations to a variety of audiences is an advantage
Focusing on all aspects and details of a task and delivering your output with a high level of accuracy
Strengths and abilities that help to oversee processes and guide people toward the achievement of goals is an advantage
Ability to find root causes of problems and to focus on their quick and efficient solution is an advantage
Desire to learn network concepts
Professional Skills:
Service Desk Experience. Ideally with IT or Network related works.
Customer communication in English
Incident management skills
Experience in attending to customer requests via systems
Technical knowledge on IT and network concepts is an advantage
Language Skills:
English on a fluent level
Any European language on a conversational level is an advantage
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.
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