Spanish Speaking Customer Service Technical Advisor

Job Description

Location : Budapest OR Debrecen

PLEASE NOTE, THIS IS A PART TIME/FULL TIME POSITION, AND INCLUDES A SHIFT PATTERN INCLUDING THE WEEKENDS. Fluency in Spanish is essential to be considered for this role. Portuguese would be also an advantage.

Why this job matters

This is an exciting opportunity to be in direct contact with a complex and challenging environment with full support for development and growth.

What you’ll be doing

• Ensure acknowledgement and assignment of new incidents coming from customers and operational teams. Ensure triage and closure
• 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
• 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 the right individuals allocated for customer critical tasks

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
• 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
• Focusing on all aspects and details of a task and delivering your output with a high level of accuracy

Professional skills:

• Customer communication in English
• Experience with network monitoring is an advantage
• Network troubleshooting is an advantage
• Cisco certification is an advantage

Language skills:
• English on a fluent level
• Spanish or Portuguese on a fluent level is a must. Both languages on fluent level is advantage.

The skills you’ll need

TroubleshootingCustomer ServiceEscalation ManagementContinuous ImprovementVendor ManagementNetwork DeliveryNetwork SecurityNetwork TestingNetwork ConfigurationTechnical DocumentationNetwork IntegrationNetwork ImplementationRequirements ManagementIncident ManagementEvent PlanningDecision MakingGrowth MindsetInclusive Leadership

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.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

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.