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