Carrier Relationship Support Technician

Location

Prague

Team Description & Purpose of Role

The Network Operations Centre (NOC) manages and maintains Interoute’s pan-European network 24x7. As a highly intelligent and efficient break/fix organisation, with a strong focus on consistency and process, it works with other parts of Interoute to deliver a world-class customer experience.

Job Responsibilties

• Liaise with Interoutes local tail suppliers (OLO) and build strong lasting relationships.
• Raise tickets with suppliers (OLO) and ensure regular updates and feedback via the telephone, email web portal and internal ticket.
• Manage the OLO-related customer faults and ensure they are resolved within SLA’s.
• Perform and interpret results of basic technical operations (ping tests, loops, etc) to confirm OLO and service status.
• Ensure appropriate processes and associated procedures are adhered to and followed
• Clearly communicate incident progress to customers / Internal Interoute teams 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.

Experience Required

• 2+ 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 Italian and/or Spanish.
• Fluent written and spoken English (default language)

Person Specification

• Adheres to processes.
• High level of customer focus.
• Excellent phone manner
• Team player but must be able to work on own initiative.
• Able to work under pressure
• Able to resolve problems quickly, accurately and through to resolution / closure.
• Positive, proactive, and personable