BT Customer Service Agent 2nd Line (Medellín) in Bogota, Colombia

Customer Service Agent 2nd Line


Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

Key Tasks and Responsibilities:

Problem-solving, managing our network, configuring our systems and looking for ways we can improve our service.

That’ll include:

  • To receive faults and enquiries from our customers and to log, diagnose, resolve, progress, chase, escalate, update and give feedback on these and any other customer service related issues – to be the customers champion and ensure all problems are resolved as quickly as possible – preferably on the first call.

  • Deliver line management to team members as and when needed, maintain PCA and other performance targets.

  • Ensure handovers are adequate to maintain customer satisfaction and performance targets.

  • Telephone calls to be answered within set targets.

  • Accurate recording of all customer fault reports / enquiries on relevant system(s). Carry out primary diagnosis and attempt to clear faults / enquiries on first call.

  • Communicate accurate information to engineers / third parties to assist them to clear faults or enquiries.

  • Communicate accurate information to engineers / third parties to assist them to clear faults or enquiries.

  • Monitor progress of faults / enquiries to ensure resolution within set target time.

  • Case Manage faults to resolution.

  • Follow guidelines on escalations and escalate problems and delays as necessary.

  • Manage “escalation” as they arise at Level 1 escalation point.

  • Ensure Queues are managed and repair performance targets maintained.

  • Ensure that “day shift” business is handed over to roster team members during Shift change so that Customer satisfaction and performance targets are maintained, 24/7 support is guaranteed.

  • Ensure the health and welfare are in accordance with BTs health and safety policy

  • To access, use or disclose customer information only when needed for the job in accordance with BTs security policy. Any other access, use or disclosure of customer information may only be made on receipt of additional authority in accordance with BT information security. To ensure to safeguard sensitive customer information.

  • Ensure to understand the regulatory, fair trading and competition rules and have an awareness of the BT Code of Practice relating to daily work sufficiently to be able to comply with, relying on the knowledge or ability to recognize when are needed for specialist support.

What you'll be doing

Skills and Experience:

  • 2 years experiences

  • Customer service in a technical helpdesk function

  • Should have worked on Routers, modems or Voice Switches and need to be aware of WAN Technologies

  • Ability to cope with pressure

  • Ability to manage time effectively

  • Knowledge of voice and data networks

  • Ability to work on rotating shift roster to support 24/7 operations

  • PC skills- Excel, Word, Email systems

We'll also need to see these on your CV


  • Language Requirements- English and Spanish

  • Knowledge in Telecommunications

  • Knowledge in Unified Communications

  • Cisco - CCNA Knowledge

Why choose us?

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

Job: IT, Systems and Security

Title: Customer Service Agent 2nd Line (Medellín)

Location: Colombia-Bogota

Requisition ID: 87680