Technical Service Professional
2 weeks ago
Technical Service Professional
**Job Req ID**:30212**Posting Date**:22 Feb 2024**Function**:Engineering**Unit**:Networks**Location**:Snowhill, Birmingham, United Kingdom**Salary**:Competitive with great benefits**Why this role matters**
- As a valued member of the end to end service team you’ll be empowered to deliver service excellence for our customers. This responsibility includes diagnosing and resolving customer issues and proactively identifying and implementing service improvements. This is an exciting role that will give you the opportunity to work with teams across BT, with our vendors/partners and interact directly with our customers.
- In this role you'll have mixture of home and office working with the BT hybrid scheme.
- You'll be part of a supportive and friendly team.
- You will get great job satisfaction providing excellent customer service and have the opportunity to grow and develop skills and to progress your career in an inclusive working environment where people from all backgrounds can succeed.
**You'll have the following responsibilities**
- Within this role, you’ll be accountable for:
- Resolving Service issues across all Voice Platforms globally
- Translating customer feedback in to service metrics
- Maintaining ongoing communication with Stakeholders
- Proactively identifying and implementing service improvements
- Implementing post incident improvement action
- Solving complex problems
- Effective demand management and prioritisation
- Identifying and delivering automation opportunities.
- Providing clear and effective communication, upstream, downstream and with customers
- Continuous self-driven development
You'll have the following skills and experience
**Skills**
- Data driven decision making and communication: drawing on data and analytical techniques where appropriate and communicating this to business audiences
- Team player & collaboration: You will be working with many different teams and stakeholders, requiring you to establish good relationships and contribute as a team player
- Product Knowledge: understand the products and services that BT provide and how our customers utilise them.
- Tenacious Problem Solver: a desire to look across platforms and teams to ensure problems are resolved for our customers and prevent reoccurrence.
- Technical & Driven to upskill: You will have a technical aptitude and be passionate about driving your own development, learning new skills and competencies where required dependant on specific projects and focus areas
- Technical Skills:
- Ticketing, jeopardy management and diagnostics experience.
- Good knowledge of BT Voice platforms, order journeys and operating models/process utilising systems such as CSS, CAMSS and SVMP.
**Experience**
- Desirable but not essential:
- Experience in fixing technical issues and problem solving while implementing long term improvements targeted at root cause.
- Experience in Continuous improvement methods that drive on-going improvements to process and service.
- Communicating effectively with customers to understand their needs and interpret into SMART objectives
- Experienced in call tracing and understanding call flows.
Benefits
- Competitive salary
- 10% on target bonus
- BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
- 25 days annual leave (not including bank holidays), increasing with service
- Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
- World-class training and development opportunities
- Option to join BT Shares Saving schemes.
- Discounted broadband, mobile and TV packages
- Access to 100’s of retail discounts including the BT shop
**Our leadership standards**
**Looking in**:
**Leading inclusively and Safely**
I inspire and build trust through self-awareness, honesty and integrity.
**Owning outcomes**
I take the right decisions that benefit the broader organisation.
**Looking out**:
**Delivering for the customer**
I execute brilliantly on clear priorities that add value to our customers and the wider business.
**Commercially savvy**
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
**Looking to the future**:
**Growth mindset**
I experiment and identify opportunities for growth for both myself and the organisation.
**Building for the future**
I build diverse future-ready teams where all individuals can be at their best.
**About us**
- BT is part of BT Group, along with EE, Openreach, and Plusnet.- Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.- We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’- We all stick to t
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