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★★★★★ Carrier Relationship Coordinator with German/ French/ Italian, Interoute Communications Ltd  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време
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Interoute is a subsidiary of GTT.

GTT is redefining global communications to serve a cloud-based future, connecting people across organizations, around the world and to every application in the cloud. Our clients benefit from an outstanding service experience built on our core values of simplicity, speed and agility. A Fortune Future 50 company, GTT owns and operates a global Tier 1 internet network and provides a comprehensive suite of cloud networking services to any location in the world.

The addition of Interoute:

  • Significantly augments scale, expanding GTT’s Tier 1 global IP network with one of Europe’s most extensive fiber footprints;
  • Creates the most comprehensive and competitive global cloud networking platform in the industry;
  • Adds a large base of marquee multinational clients, balanced across geographies and verticals, with very high levels of recurring revenue;
  • Strengthens GTT’s leadership in software-defined wide area networking (SD-WAN); and
  • Enhances GTT’s global team with world-class sales, operations and customer service organization

Carrier Relationship Coordinator with German/ French/ Italian

Job Description
Role Summary:

The Sofia based team is part of a GTT international team of service professionals responsible for providing and maintaining effective customer service and satisfaction of customers in the Telecoms wholesale and corporate sectors. - GTT Multilingual and international team are responsible for providing the highest level of support to customers across a wide geographic footprint and product types.

Internal Departments they will interact with:

Operations' teams

Main Responsibilities:

  • Liaise with GTT`s local tail suppliers (OLO) and build strong relationships.
  • Raise tickets with suppliers (OLO) and ensure regular updates and feedback via the telephone, email web portal and internal ticket.
  • Manage OLO-related customer faults and ensure they are resolved within SLAs.
  • Perform and interpret results of basic technical operations (ping tests, loops, etc) to confirm OLO and service status.
  • Ensure appropriate processes are followed and associated documentation updated.
  • Clearly, communicate incident progress to customers throughout life cycle until final resolution.
  • Work with internal operations and regional support organizations in order to resolve customer issues speedily.
  • Escalate effectively and according to documented processes both internally and externally to ensure prompt resolution of incidents.
  • Provide documentation and reports to customers and senior management on incident progress and resolution.
  • documentation are regularly reviewed and updated to meet the highest standards
  • Audit Supplier (OLO) contact and escalation details regularly and ensure that all pertinent systems are updated promptly.
  • Report security incidents to the appropriate operations functions on detection.
  • Comply to GTT Security Management controls, security policies and report security incidents to line manage

Ideal Candidate Profile:

  • 3+ years Customer Support or Telecoms related experience
  • Display a strong awareness of telecoms technologies and services: IP (VPN, Internet), Transmission (SDH, DWDM), Ethernet, Voice
  • 1+ years experience in elementary diagnostics and trouble-shooting.
  • Thorough knowledge of common Telecoms "last mile" technologies (ISDN, DSL, Radio, etc.)
  • 1+ years experience in use of Trouble Ticket and CRM systems
  • Problem-solving and analytical skills
  • Demonstrable understanding and awareness of process.
  • Fluent English language + French/Italian/German

Запознат съм с Политика за защита на лични данни на Interoute Communications Ltd

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