Customer Service Technical Advisor

Job Req ID: 44672

Posting Date: 04Mar2025

Function: Service

Location: Budapest, Hungary

Shift Work: The role requires flexibility to work in scheduled shifts to ensure coverage across different time zones.

On-Call Rotation: Participation in an on-call rota is required, which may include responding to urgent issues outside of regular working hours.

Please note that this role requires colleagues to work in shifts and is based in Budapest ( with hybrid working element to it 3 days from the office and two days from home).

Key Responsibilities

• Identify, isolate, and troubleshoot network symptoms based on user reports and alerts with the Knowledge and experience in IT service desk support to address customer issues.
• Interact with resolver groups by assigning tasks and controlling resolution to ensure they are implemented according to SLA target
• Respond to customer requests based on SLAs and quality KPIs. Communicate with customers via system, email, and phone to provide support on BT network services.
• Apply ITIL best practices and ensure clear processes are followed as per work instructions
• Ensure updates and high level of quality in communication about the progress of the requests to users and managers
• Ensure acknowledgement and assignment of new incidents coming from customers and operational teams. Ensure triage and closure for all requests
• Ensure KPIs and drive the teams towards to quality and excellence
• Perform technical troubleshooting and follow logical instructions for fault isolation as per the work instructions provided.

This Role Will Suit You If You Have The Following Skills

Soft Skills:

• Ability to meet the customers’ needs in line with the business requirements
• Focusing on the objectives and the required outcomes of the processes while delivering a service is an advantage
• Working with a cooperative and positive attitude in a group setting to achieve common goals
• Communicating effectively and efficiently while adapting to your audience and getting the message through as intended
• Ability to comprehend and to oversee various aspects of a problem or a situation
• Taking the responsibility and taking care of the consequences of making a decision
• Using all data and information available to analyze and understand a situation, with the aim of supporting decisions is an advantage
• Proven experience in delivering effective and engaging presentations to a variety of audiences is an advantage
• Focusing on all aspects and details of a task and delivering your output with a high level of accuracy
• Strengths and abilities that help to oversee processes and guide people toward the achievement of goals is an advantage
• Ability to find root causes of problems and to focus on their quick and efficient solution is an advantage
• Desire to learn network concepts

Professional Skills:

• Service Desk Experience. Ideally with IT or Network related works.
• Customer communication in English
• Incident management skills
• Experience in attending to customer requests via systems
• Technical knowledge on IT and network concepts is an advantage

Language Skills:

• English on a fluent level
• Any European language on a conversational level is an advantage

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.