Job position: Incident Technician (Level I and II)
Location: Bucharest
Job description:
- A company in the telecommunications sector is looking for telemarketers (M/W) to perform the following tasks:
- Inbound calls.
- Customer data checking up.
- FAQs & incidents resolution.
- Other position tasks.
- Required at least 1 year of experience performing customer service tasks.
- Responsible and proactive person.
- 24x7x365 service.
- Living near the company's facilities will be valued.
- Telecommunications infrastructure sector experience.
Job function:
- Customer Support
Job requirements:
- Responsible for the right opening, monitoring and closing of incidents.
- Commitment to maintaining the maximum possible pro-activity values in the detection of service failures.
- Propose likely improvements in the management systems or in the procedures defined to improve this pro-activity.
- Pro-active opening, reception, monitoring, updating of customer breakdown bulletins.
- Registering of service failures in the corresponding applications / office tools to obtain internal or client reports.
- Communication with clients to solve incidents.
- Diagnosis and tests of service elements with customers and suppliers.
- Fault reporting to areas responsible for resolution:
- Level I and II maintenance contractors.
- Circuit providers.
- Other groups within the organization.
- Follow-up, reiteration, internal / external escalation and closure of customer breakdowns.
- Monitoring of alarms received to proactively detect possible malfunctions of the PTR and EDC, steps to Backup systems, equipment reset or software degradation.
- Service assurance monitoring ANS / SLA contracted with customers.
- Level 1 attention of incidents in the different networks and services: reception, issuance of trouble tickets, remote technical support to installers in the resolution, registration in the DB and generation of corresponding reports.
- Generation of notifications of relevant incidents / faults.
Studies:
- Technical engineering degree in Telecommunications
Languages:
- German language written and spoken.
- Given the international nature of the center, you must have a high level of English language, both written and spoken.
