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10.03.2020
★★★★★ Tier 1 Video Engineer, GTT Bulgaria JSCo.  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време
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GTT connects 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. GTT owns and operates a global Tier 1 internet network and provides a comprehensive suite of cloud networking services.


Our latest awards:

  • Recognized as a leader in the Gartner Magic Quadrant for Managed Hybrid Cloud Hosting, Europe 2016
  • Named Best Cloud Service Provider at the UK Cloud Awards 2016

Tier 1 Video Engineer

Team description & Purpose of Role:

The Sofia based team provides first class support to our international customer base. Agents will be part of a global support team for our Video/Telepresence and Microsoft Skype for business based services

Job Responsibilities:

  • Single point of contact for GTT’s 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 GTT’s Video/Telepresence and Microsoft Skype for business 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 GTT’s 2nd and 3rd level technical team
  • Understand, support and manage to GTT’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 center support experience
  • Customer-focused, analytical thinker who can quickly assess and identify customer needs
  • Good knowledge of the Interne and technologies that include: PCs, TCP/IP, E-mail and basic network skills
  • Proficiency in English
  • Proficient in a PC/Windows environment with good keyboarding skills
  • Knowledge on a CRM would be an advantage

Person Specification:

  • Adheres to processes
  • Able to resolve problems quickly, accurately and through to resolution / closure
  • Positive, proactive, and personable
  • Excellent communication skills
  • Strong sense of responsibility
  • Team player in multi-cultural team
  • Stress resistant
  • Ability to deal with change
  • Interest in new technology

Запознат съм с Политика за защита на лични данни на GTT Bulgaria JSCo.


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