Technical service professional

Technical service professional

Job Req ID: 11932 Posting Date: 07-Mar-2023 Function: Engineering Location: Snowhill, Birmingham, United Kingdom Salary: . Recruiter: Daniel McCarthy Hiring Manager: Jim Edge Career Grade: E Internal Closing Date: 20th March 23
About BT BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.
What is the role? 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.

What are you accountable for? 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

What skills are required?

• 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:
• Good knowledge and understanding in protocols such as SIP, SDP and RTP.
• Ticketing, jeopardy management and diagnostics experience.
• Good knowledge of BT Voice platforms, order journeys and operating models/process.

What experience do I need? 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.

Who is the BT Group
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..