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GCSC – Tier 1.5 Ticket Analyst

AT&T


Location:
Brno
Date:
07/24/2017
2017-07-242017-08-22
Job Code:
att4-4978550
Categories:
  • Customer Service
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Job Details

Company AT&T

Job Title GCSC – Tier 1.5 Ticket Analyst

Jobid att4-4978550

Location: Brno, CZE

Description • Manage initial trouble investigation, isolation and steady state recovery

• Assists users to identify and solve connection/communication problems

• Book out tickets to telecom vendors for access circuit trouble investigation

• Provide regular status updates to enterprise and internal customers



**Roles and Responsibilities:**

• Soft skills include communication, accountability, assertiveness, ability to work under pressure, problem solving, multitask, interaction with others and time management to name just few.

• Proficiency in the use of PC systems (hardware, operating systems) and applications

• Excellent Customer Service skills / Excellent telephone manner / Professionalism at all times

• Good negotiation skills, including conflict resolution

• Drive, enthusiasm, initiative, commitment and self motivation

• Resourcefulness and flexibility



**Key Competencies and Skills:**

• Experience of customer service ideally gained in a customer or supplier facing environment

• Affinity / relevant experience with telecoms environment

• English proficiency in both verbal & written form

• Good working knowledge of languages such as French, Dutch, German, Spanish, Italian, Portuguese

• Direct customer and account team interface providing day to day network support

• Background in maintenance within the Network arena

• Must be able to communicate effectively with the team, corporate customers of different technical expertise and all levels of management

• Ability to efficiently resolve customer’s problems and escalate further to tier 2 as per agreed service level agreements; or to other 3rd party as necessary

• Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility

• Ability to work well under pressure, set priorities and comfortable making decisions

• Drive, enthusiasm, initiative, commitment and self motivation, respect for colleagues, desire to learn.

• Soft skills include communication, accountability, assertiveness, ability to work under pressure, problem solving, multitask, interaction with others and time management to name just few.

• Ability to follow defined processes

• Good problem solving skills / Logical and analytical reasoning / Co-ordination skills

• Ability to work well in a team and as an individual when required

• A desire to learn new skills



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