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    Technical Support Professional - Southampton, United Kingdom - BT Group

    BT Group
    BT Group Southampton, United Kingdom

    3 weeks ago

    BT Group background
    Description

    What you'll be doing

  • 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.

    • What you'll bring

    Mandatory

  • Ticketing, jeopardy management and diagnostics experience.
  • Experience in IT / Technical environment.

    • Nice to Have (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.
  • 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.

    • Your Benefits

  • 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.
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