Overview

Position Title: Technical Support Professional

Company: BT

Location: Cambridge, UK

Job Description

As a valued member of the end to end service team you’ll be empowered to deliver service excellence for our customers. This responsibility includes diagnosing and resolving customer issues and proactively identifying and implementing service improvements. This is an exciting role that will give you the opportunity to work with teams across BT, with our vendors/partners and interact directly with our customers.

Responsibilities:

  • Resolving Service issues across all Voice Platforms globally
  • Translating customer feedback in to service metrics
  • Maintaining ongoing communication with Stakeholders
  • Proactively identifying and implementing service improvements
  • Implementing post incident improvement action
  • Solving complex problems
  • Effective demand management and prioritisation
  • Identifying and delivering automation opportunities.
  • Providing clear and effective communication, upstream, downstream and with customers
  • Continuous self-driven development

Requirements:

  • Data driven decision making and communication: drawing on data and analytical techniques where appropriate and communicating this to business audiences
  • 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 and prevent reoccurrence.
  • Good knowledge and understanding in protocols such as SIP, SDP and RTP.
  • Ticketing, jeopardy management and diagnostics experience.
  • Experienced in call tracing would be an advantage
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About BT

Over the past 180 years we’ve established ourselves as a strong brand capable of achieving great things. We support emergency services and hospitals, keep economies around the world online and secure, and deliver large scale infrastructure for global events such as the London 2012 Olympics. In recent years we’ve entered new markets and successfully launched BT Sport and BT Mobile, and acquired EE.