Voice Analyst Level 1

Job Description

Schedule: Full-time

Working pattern: Shift Work // including Weekend and Night Shifts

Employee status: Regular/Permanent

Key Responsibilities

• Working standalone and in team as part of managed projects on incoming customer requests using defined processes for provisioning
• Validating incoming customer configuration service requests and implementing them using CUCM GUI or bulk admin toolset depending on the volume and nature of the query
• Communicate with partners, resolver groups and field engineers providing them information and guidance aiming service restoration
• Implementing (create, cease, modify) customer sites (e.g. partitions, calling search space, etc.) in Call Manager and dealing with config of analogue and PSTN gateways
• Customer communication and ensure updates about progress of incidents and request to users and managers. Join crisis calls and ensure technical support for network cases
• Ensure quick response to network alerts from monitoring systems, incident assignment and resolver groups engagement.
• Be proactive and responsive to network alerts, events and disruptions aiming to start fault isolation and troubleshooting as soon as possible aiming to resolve them on SLA target time.
• Acknowledge, update and closure incidents following all steps of incident management according to ITIL best practices aiming to resolve them on SLA target time.

Skills Required

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
• Working with a cooperative and positive attitude in a group setting to achieve common goals
• 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
• Focusing on all aspects and details of a task and delivering your output with a high level of accuracy
• Ability to find root causes of problems and to focus on their quick and efficient solution

Professional Skills

• Have Telecommunication skills or basic concepts in telecom.
• Customer communication in English
• Cisco certification
• ITIL knowledge
  

Language Skills

• English on a Fluent Level
• Any other EU Language 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.

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.

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.