Delivery and support associate

Job Req ID: 39502

Posting Date: 18 Sep 2024

Function: Software Engineering

Unit: Networks

Location:

Debrecen, Hungary

Salary: Competitive with Benefits

Recruiter: Réka Vajna

Why this job matters:

We are looking for a Technical Service Professional who will be a valued member of the Global Voice Service Operations team.

You’ll be empowered to deliver service excellence for our customers. This responsibility includes diagnosing and quickly resolving customer issues and proactively identifying and implementing service improvements.

This is an exciting role that will give you the opportunity to work with many teams across BT, interacting directly with our vendors/partners and customers.

What you’ll be doing

• Work in a 24/7 rotating shift pattern

• Identifying and resolving customer Global Voice Faults.

• Managing customer incidents, attending troubleshooting bridge calls.

• Managing our supplier and vendors.

• Proactively identifying and implementing service improvements.

• Working to make the team more efficient.

• Solving complex problems.

• Effective demand management and prioritisation.

• Identifying and delivering automation opportunities.

• Providing clear and effective communication, with everyone you work with.

What you'll bring to the role:

Mandatory

• English on a fluent level

• Ticketing, jeopardy management and diagnostics experience.

• Experience in IT / Technical environment.

• Outstanding customer service skills.

• Capable of working independently as well as part of a team.

• A continuous desire for self-driven development and learning.

Desirable (these skills can also be learned on the job):

• Good knowledge and understanding in protocols such as SIP, SDP and RTP.

• Data driven decision making and communication: drawing on data and analytical techniques where appropriate and communicating this to business audiences.

• Team player & collaboration: You will be working with many different teams and stakeholders, requiring you to establish good relationships and contribute as a team player.

• Product Knowledge: understand the products and services that BT provide and how our customers utilise them.

• Tenacious Problem Solver: a desire to look across platforms and teams to ensure problems are resolved for our customers and prevent reoccurrence.

• Technically minded & driven to learn more: You will have a technical aptitude and be passionate about driving your own development, learning new skills and competencies where required dependant on specific projects and focus areas.

• Good knowledge of BT Voice platforms, order journeys, operating models and process’.

Your Benefits

• Cafeteria

• Competitive Salary

• Medicover Health Insurance

• Shift Allowance

• Annual Bonus Scheme

• Hybrid Working (3 Together 2 Wherever)

• Additional benefits

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

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.