BT Customer Support (2nd Line) in Westminster, Colorado

Role Title: Customer Support (2nd Line)

Team: BT Global Services

Location: Westminster, CO (BT Office)

Schedule: This is a shift based position involving night/weekend rotations

We Bring It All Together For You

BT Conferencing is the leading unified collaboration services provider with an integrated services offering including Video Conferencing (VC), Audio Conferencing, Web Conferencing, Streaming & Video Network Management Services and Equipment. Through web-based self-service solutions, experienced full-service call centers and diversified global networks, BT Conferencing enables customers to conduct electronic meetings, events & training from anyplace at any time. For more information about BT Conferencing visit www.btconferencing.com .

Heritage and Scope

We understand networks and our customers can draw on more than 30 years of experience working with them. We have a unique breadth of scope, reach and capability. Our network reaches all corners of the world, underpinning global business by delivering networked IT services securely and efficiently wherever it operates. We’re part of BT Group, which, with annual revenues of more than $30 billion, is one of the 200 largest companies in the world. BT is a direct descendent of the world’s first commercial telecommunications undertaking. Founded in 1846, it was the forerunner of today’s $3.2 trillion IT industry. With privatization in 1984, BT heralded today’s vibrant and competitive telecommunications industry.

Purpose of the Role

BT Conferencing provides the excitement of working with cutting edge technology in a fast paced, team-oriented environment.

Front line people performing all the functions of the 'Customer Helpdesk' role and additionally providing in-depth technical support to customers through network or equipment monitoring, localization and remote repair.

Key Responsibilities

Technically aware customer service agents who demonstrate excellent customer care skills (e.g. owning, driving, communicating/updating and all 5 BT values) such that customers that they call/call them are left "delighted" with the experience.

Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements).

Business Impact

High impact on customer satisfaction and retention.

Qualifications

CCNA or CCNP preferred

Skills and Experience

General knowledge of customer service practices and procedures.

Excellent telephone, verbal, written and other communications skills.

General knowledge of office procedures and must be familiar with Microsoft Office.

Intermediate skills in Excel and Outlook are a plus.

Must possess good organizational skills with the ability to prioritize and handle multiple tasks simultaneously.

The ability to handle stressful situations in a professional manner is a must.


BT is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job: Customer Service and Contact Centres

Title: Customer Support (2nd Line)

Location: Colorado-Westminster

Requisition ID: 90488