24/7 fault acceptance and processing for large and medium business customers (mail, telephone, ticket) in the Fixed Operations Business area for landline & internet, VPN
Checking & processing of tickets created from the monitoring system
Independent processing & documentation in the ticket system (BMC Remedy)
Troubleshooting the main and back-up connections (FixNet, Mobile)
Comparison of customer reports with the error pattern
Checking the current & historical dial-in data
Cabling check & CPE status (LED)
xDSL port reset
Line measurement
Actively obtain new information and status (customer information, verify error patterns, status inquiries with supplier/vendor)
Formulate and document a clear diagnosis as a basis for further troubleshooting
Carry out further troubleshooting steps based on the diagnosis
If necessary, supplier assignment based on the diagnosis (line carrier, CPE service, vendor)
Active involvement of the 2nd level (Advanced Troubleshooting, Voice & IP) for more complex fault patterns
Acceptance and processing of customer escalations
requirements-expected :
Requirements:
Good German skills is a must have
Communicative English is a plus.
Willingness to work shifts 24/7
Cross-team support if required
Initial experience in customer support, telephone & mail, ticket system
Experience in the telecommunications and business customer sector is desirable
Initial experience with ticket-based systems
Ability to work independently and good teamwork skills
Passion and affinity for troubleshooting
Sense of responsibility, commitment and reliability
offered :
We offer:
Comprehensive training
Home office
Internal promotion and further development opportunities
