OLO Technician

The Sofia based team is part of Interoute international team of service professionals responsible for providing and maintaining effective customer service and satisfaction of customers in the Telecoms wholesale and corporate sectors.
- Interoute Multilingual and international team is responsible for providing the highest level of support to customers across a wide geographic footprint and product types.

∙ Liaise with Interoute's local tail suppliers (OLO) and build strong relationships.
∙ Raise tickets with suppliers (OLO) and ensure regular updates and feedback via the telephone, email web portal and internal ticket.
∙ Manage OLO-related customer faults and ensure they are resolved within SLAs.
∙ Perform and interpret results of basic technical operations (ping tests, loops, etc) to confirm OLO and service status.
∙ Ensure appropriate processes are followed and associated documentation updated.
∙ Clearly communicate incident progress to customers throughout life cycle until final resolution.
∙ Work with internal operations and regional support organisations in order to resolve customer issues speedily.
∙ Escalate effectively and according to documented processes both internally and externally to ensure prompt resolution of incidents.
∙ Provide documentation and reports to customers and senior management on incident progress and resolution.
documentation are regularly reviewed and updated to meet the highest standards
∙ Audit Supplier (OLO) contact and escalation details regularly and ensure that all pertinent systems are updated promptly.
∙ Report security incidents to the appropriate operations functions on detection.
∙ Comply to Interoute Security Management controls, security policies and report security incidents to line manager.

∙ 3+ years Customer Support or Telecoms related experience
∙ Display strong awareness of telecoms technologies and services: IP (VPN, Internet), Transmission (SDH, DWDM), Ethernet, Voice
∙ 1+ years experience in elementary diagnostics and trouble-shooting.
∙ Thorough knowledge of common Telecoms "last mile" technologies (ISDN, DSL, Radio, etc.)
∙ 1+ years experience in use of Trouble Ticket and CRM systems
∙ Problem-solving and analytical skills
∙ Demonstrable understanding and awareness of process
∙ Fluent written and spoken English (default language)

- Excellent communication skills.
- Strong sense of responsibility.
- Team player in multi cultural team.
- Stress resistant.
- Ability to deal with change.