English Telecommunication company with European shared service centre based in Barcelona.
The company is an award winning and leading provider of Data, Voice and Managed Services to business and government in Europe. Their services are not aimed for residential market.

It began in 1992 with funding from Fidelity Investments. The company is now present in Germany, France, Spain and Switzerland. Among the services provided we can name: Ethernet, Internet Access, Broadcast, Voice Line, Lanlink, etc.

As a Technical Service desk Agent you will be involved a centralised 24x7 customer support team based in Barcelona whose responsibility is to provide first line support services to Managed Services customers.

You will have to monitor and manages customer solutions, located across multiple Data centres, proactively and effectively responding to alarms generated either by the configured system tools or directly from the customer, using the knowledge of the customers solutions, detailed technical knowledge and appropriate procedures to resolve faults within SLA.

Your principle tasks would include:

- To record and manage customer Fault Calls and Service Requests via telephone and email, maintaining customer contact throughout.
- Record alarms and faults from customers, and manage through to resolution, maintaining customer contact throughout the fault to closure.
- Attempt to troubleshoot faults before assigning to 2nd level - i.e. ping, trace, DNS or Mail tools
- Progress chase requests and faults that have been assigned to second and third level support groups
- Escalate as appropriate
- Ensure that the appropriate problem resolution and incident management processes are followed
- Maintain contact with Customers according to priority and SLA
- Take ownership of customer calls until resolved
- Ensure customer satisfaction and help develop strategies for continual improvement of service quality.

The profile we are looking for

Experience:

- Fluent French with excellent English.
- At least 2 years of previous experience in Technical support, preferably in a call centre/Helpdesk environment
- Previous use of customer call logging systems, ideally Remedy
- Experience of a control centre-monitoring system
- Any other European language would be considered as a plus.

Skills:

- Extensive IT knowledge such as Microsoft Office, UNIX or LINUX, LAN technologies, Networking, Cisco equipment (Routers and Switches), SMTP E-mail, DNS and Bind, and any other technologies used in the provision of Internet or hosting services.
- Excellent customer facing skills
- Excellent written and verbal communication skills
- Good decision making skills and close attention to detail