Customer Service Technical Advisor

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Shift Work: The role requires flexibility to work in scheduled shifts to ensure coverage across different time zones.
On-Call Rotation: Participation in an on-call rota is required, which may include responding to urgent issues outside of regular working hours.
 

Please note that this role requires colleagues to work in shifts ( with hybrid working element to it 3 days from the office and two days from home). 

 

• Handling queries from internal and external customers.
• Owning, driving, communicating, updating and proactively representing BT in all domains of activities.
• Address problems that need to be solved, the decisions that need to be made, and the risks that need to be mitigated.
• Manage supplier activities (e.g. driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements).
• Troubleshooting - Applies problem solving methods to repair failed products or processes.
• Provide process improvement input wherever possible.
• Maintains documents that explain the use, functionality, creation, or architecture of a product.
• May do proactive jeopardy management. 

 

Soft skills: 

• Ability to meet the customers’ needs in line with the business requirements is a must. 
• Gathers information, and analyses different scenarios, assesses alternative resolutions and reaches a decision. 
• Working with a cooperative and positive attitude in group settings to achieve common goals. 
• Ability to work independently and as part of a team in a fast-paced environment. 
• The ability to convey information to someone effectively and efficiently while creating a good first impression and engaging the audience. 
• Ability to comprehend and systematically organize the various aspects of a problem or situation.
• Great stress management skills. 

Preferred Skills: 

• Experience using service desk software and ticketing systems. 
• Knowledge of network fundamentals/CCNA is not mandatory, but it is an advantage.  

Language skills: 

• English on a fluent level is a must 

Please Attach CV in English!