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02.01.2018
★★★★★ Support Engineer (Unified Communications - 24/7 shifts), Interoute Communications Ltd  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време
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Interoute is an international ICT provider and the owner operator of an award winning global cloud services platform.

Interoute provides Connectivity, Communications and Computing services to international enterprises, service providers, mobile operators, and global internet businesses. The Interoute team supports customers from our offices across the world. Whether it's hosting ecommerce websites, managing critical customer applications in our 12 data centres, or connecting business across our 70,000 kilometres fibre network we have it covered.
So if you are looking for a new challenge, come and join the team that helps support today’s digital economy.


Our latest awards:

  • Named a Leader in Gartner’s Magic Quadrant 2017 for Managed Hybrid Cloud Hosting, Europe for 4th consecutive year
  • Won Cloud Integration Product of the Year and Best Software-Defined Product at Cloud Excellence Awards, 2017
  • Awarded for Best Cloud Innovation, Best Marketing Campaign and Best Pan-European Wholesale Carrier in Capacity Global Carrier Awards, 2017

Support Engineer (Unified Communications - 24/7 shifts)

Team description & Purpose of Role:

The Sofia based team is one of 2 operations centres (Prague, Sofia) that provide first class support to our international customer base. Agents will be part of a global support team for our video and Microsoft Lync based services.

Job Responsibilities:

  • Single point of contact for Interoute customer base in case of incidents, requests or other information that is required by a customer
  • Receive, log & handle incoming calls, emails and instant chat requests regarding Interoute’s video and Microsoft Lync services
  • Provide a First Time Fix (FTF) of between 60-70% in cases handled
  • Manage telephone & video calls professionally, efficiently and with excellent communication skills
  • Support and collaborate with Interoute’s 2nd and 3rd level technical team
  • Understand, support and manage to Interoute’s key SLA’s for the video services
  • Track resolution of any hardware replacements to ensure SLA’s met
  • Shift work – 4 x Shifts of 12 hours – 2 x day shifts (8am-8pm) followed by 2 x night shifts (8pm to 8am) followed by 4 x days leave


Experience Required:

  • Customer service, IT help desk or call centre support experience
  • Customer-focused, analytical thinker who can quickly assess and identify customer needs
  • Good knowledge of the Internet, Internet technologies that include: PCs, TCP/IP, E-mail, Dial-up and ADSL
  • Proficiency in English
  • Proficient in a PC/Windows environment with good keyboarding skills
  • Knowledge on Siebel CRM would be an advantage


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