Technical Support Professional
BT
- Birmingham
- Permanent
- Full-time
- Identifying and resolving customer Global Voice Faults.
- Managing customer incidents, attending troubleshooting bridges.
- 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 prioritization.
- Identifying and delivering automation opportunities.
- Providing clear and effective communication, upstream, downstream and with customers.
- Continuous self-driven development.
- Ticketing, jeopardy management and diagnostics experience.
- Experience in IT / Technical environment.
- 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.
- Technical & Driven to upskill: 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 and operating models/process.
- 10% on target bonus
- Life Assurance
- 25 days annual leave (plus bank holidays) increasing with service
- BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
- World-class training and development opportunities
- Direct share scheme
- Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
- Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
- Exclusive colleague discounts on our latest and greatest TV, mobile and broadband packages
- Access to 100's of retail discounts including the BT shop
- Shared Parental leave - maximum amount of leave you can share with your partner is 50 weeks
- 3 volunteering days per year.