Service Reliability Engineer

Job Description

PURPOSE OF ROLE:

• To receive faults and enquiries from our customers and to log, diagnose, resolve, progress, chase, escalate, update and give feedback on these and any other customer service related issues – to be the customers champion and ensure all problems are resolved as quickly as possible – preferably on the first call.
• To maintain PCA and other performance targets.
• Ensure handovers are adequate to maintain customer satisfaction and performance targets.

KEY TASKS AND RESPONSIBILITIES:

• Telephone calls to be answered within 15 seconds
• Alarms, emails & Expedio are closely monitored, actions taken within target time based on the progress & SLA agreed with the customers, ensure no ticket missing related to the incident.
• Accurate recording of all customer fault reports / enquiries on relevant system(s). Carry out primary diagnosis and attempt to clear faults / enquiries on first call.
• Communicate accurate information to engineers / third parties to assist them to clear faults or enquiries.
• Monitor progress of faults / enquiries to ensure resolution within set target time.
• Case Manage faults to resolution.
• Follow guidelines on escalations and escalate problems and delays as necessary.
• Manage “escalation” as they arise at Level 1 escalation point .
• Open, follow up and close the tickets and meet the average level in terms of the volume of tickets handled, ensure ticket is followed up in timely manner.
• Keep customer informed through the whole incident/change life cycle according to the agreed process between BT and the customers.
• Ensure TTS Queues are managed and repair performance targets maintained.
• Fully comply and follow the centre best practices, security policies & regulations based on ISO 27001
• To complete the tasks assigned by TL or TM as when required.
• Ensure the health and welfare are in accordance with BTs health and safety policy
• To access, use or disclose customer information only when needed for the job in accordance with BTs security policy. Any other access, use or disclosure of customer information may only be made on receipt of additional authority in accordance with BT information security. To ensure to safeguard sensitive customer information.
• Ensure to understand the regulatory, fair trading and competition rules and have an awareness of the BT Code of Practice relating to daily work sufficiently to be able to comply with, relying on the knowledge or ability to recognise when are needed for specialist support.
• Actively participate the training required to develop the skill and capability and 100% compliance with company training requirement.
• At least 1 SOP development and 1 BP/LL/Case study sharing per month among team.

QUALIFICATIONS:

• Graduate/ Eng Degree preferably in Telecommunications
• Cisco certified at CCNA level will be a plus

SKILLS/EXPERIENCE:

• 2 years experiences
• Customer service in a technical helpdesk function
• Knowledge on Routers, modems or Voice Switches and WAN Technologies will be preferred
• Ability to cope with pressure
• Ability to manage time effectively
• Knowledge of voice and data networks
• PC skills- Excel, Word, Email systems
• Language Requirements- Fluent Japanese, English and Mandarin

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.