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Czech Republic

GCSC – Tier 1.5 Ticket Analyst

Location:

Brno, Czech Republic

Ref #:

150850

Date published:

26-Jun-2017
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• Manage initial trouble investigation, isolation and steady state recovery
• Assists users to identify and solve connection/communication problems
• Book out tickets to telecom vendors for access circuit trouble investigation
• Provide regular status updates to enterprise and internal customers

Roles and Responsibilities:

• Soft skills include communication, accountability, assertiveness, ability to work under pressure, problem solving, multitask, interaction with others and time management to name just few.
• Proficiency in the use of PC systems (hardware, operating systems) and applications
• Excellent Customer Service skills / Excellent telephone manner / Professionalism at all times
• Good negotiation skills, including conflict resolution
• Drive, enthusiasm, initiative, commitment and self motivation
• Resourcefulness and flexibility

Key Competencies and Skills:

• Experience of customer service ideally gained in a customer or supplier facing environment
• Affinity / relevant experience with telecoms environment
• English proficiency in both verbal & written form
• Good working knowledge of languages such as French, Dutch, German, Spanish, Italian, Portuguese
• Direct customer and account team interface providing day to day network support
• Background in maintenance within the Network arena
• Must be able to communicate effectively with the team, corporate customers of different technical expertise and all levels of management
• Ability to efficiently resolve customer’s problems and escalate further to tier 2 as per agreed service level agreements; or to other 3rd party as necessary
• Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility
• Ability to work well under pressure, set priorities and comfortable making decisions
• Drive, enthusiasm, initiative, commitment and self motivation, respect for colleagues, desire to learn.
• Soft skills include communication, accountability, assertiveness, ability to work under pressure, problem solving, multitask, interaction with others and time management to name just few.
• Ability to follow defined processes
• Good problem solving skills / Logical and analytical reasoning / Co-ordination skills
• Ability to work well in a team and as an individual when required
• A desire to learn new skills