BT ROI Service Desk Team Member in Dublin, United Kingdom

ROI Service Desk Team Member

Location: Dublin, Grand Canal Plaza

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

  • You'll provide the first point of contact between our customers and BT and seen as a trusted advisor.

  • Through excellent customer relationships & continual service improvement, you support our strategy for sustainable, profitable growth

  • Our customers value our people- you represent our people in the eyes of our customers

What you'll be doing

You will provide a first & second line level of support to BT customers between the hours of 0800 -1800 Monday – Friday for line and broadband services.

The key elements of your role include:

  • Provide technical support for our customers on voice, WLR, broadband, domain names through e-mail and telephone

  • Carry out first/ second line troubleshooting with the end-customer and on the core network.

  • Answer customer calls within an agreed SLA and team KPI

  • Deal with all phone queries in a professional and timely manner

  • Manage tickets logged on the Right Now and RT ticketing systems to completion

  • Update tickets based on agreed guideline• Work closely with your team mates to ensure team reaches agreed KPIs

  • Liaise closely with customers and suppliers to get the satisfactory resolution of tickets logged

  • Manage customer communications on major incidents

  • Interact with internal departments where required to resolve customer queries and log tickets using BT internal systems including Siebel and Bridge

  • Build an excellent working relationship with customers and our key suppliers

  • Work on a service improvement project to increase SLA performance and improve the customer experience

  • Attend customer and internal stakeholder meetings as and when required

  • Cover Level 2 Escalations as and when required

  • Liaise with residential customers and the credit control team in relation to cancelling accounts and ensuring that any historic payments on invoices are settled.

We'll also need to see these on your CV

  • Excellent knowledge of telecommunications products and services specifically WLR, LLU, and NGA

  • Previous experience of carrying out troubleshooting on broadband products LLU, NGA, CGA

  • Understanding of core network topologies

  • Strong verbal and written customer communication skills

  • Ability to establish internal and external relationships with peers and to work well within a team

Why choose us?

This is an exciting opportunity to make a difference in a dynamic and fast moving part of our business.

If you feel that you fit the bill in terms of skillset and can add value in this fast paced environment, we are keen to hear from you!

We’re happy to consider ways of working so you can perform at your best. If you want to talk about working part-time or as a job share in this role, please apply and we’ll do our best to get the balance right.

We value different perspectives, skills and experiences. 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: Customer Service and Contact Centres

Title: ROI Service Desk Team Member

Location: GBR %26 Ireland-Ireland-Dublin-Dublin

Requisition ID: 95630