Description
Second Line Support Consultant (Mobile team) - Brussels, Belgium - French and Dutch speaking
(Second Line Support Consultant, Support Consultant, Helpdesk, 2nd Level Support, Second Level Support)
One of our Blue Chip Clients is urgently looking for a number of Second Line Support Consultants.
Please find some details below:
Job description summary
Answer to 2nd level incoming questions from the residential- & business dpt and internal customers, on subjects related to technical issues for mobile, fix and data as well as for CFA (Customer facing applications). Support/contact point for third & outsourced partners + content providers (tickets)
Responsibilities
1) Assists on line and coaches all first line contact centers regarding technical questions, service providers to serve our customers in a better way.
2) Analyses, solves, dispatches and follows-up on all trouble tickets and mails, in collaboration with 2nd and 3rd level teams (internal or external)
3) Detects incidents related to transversal products, services, applications and prepaid billing with possible impact on customers and apply appropriate priority & notification process.
4) Informs customers continuously on the status of their problem according to their segmentation (internal and external customers) - Collects relevant information in order to prepare efficient communication towards our customers, management, dealers, partners and operational teams (proactively alarms, planned interventions and retro-actively for example incidents) and translates technical information into customer language
5) Supports the launch of new products and services (Friendly User Test) and think pro-actively about the required support.
IT-Skills
General technical knowledge in Mobile Access, Core IT/Telco and services, at least demonstrable interest in this domain. No specific experience required
Soft-Skills
1) Able to apply the appropriate methods for the resolution of customer complaints
2) Good analytical skills
3) Care of details
4) Pragmatic
5) Operational Excellence - pro-active, problem solving skills, idea generation and implementation
6) Good communication skills
Other specifics mention on-call' rotation - must be trilingual
The customer will provide an induction training and on the job learning for at least 3 months.
Please send CV for full details and immediate interviews. We are a preferred supplier to the client.