Technical Support Engineer, Tier-2

Volton Hellenic Energy SA is a Greek company that is dynamically active and is increasing its capacity rapidly in the field of Electricity Supply and Trading, in the Gas Energy Sector and soon enough in the field of Telecommunications.

By offering reliable services that meet the ever-growing energy needs of businesses and households, Volton aims to build solid and trustful relationships with its customers. The company's ambition is to become one of the most important companies in the industry and remain at the forefront of developments as the first Multiservice provider combining Electricity, Natural gas and Telecommunications. As part of its development, Volton is expanding its Telecoms Technology team and seeks for a Technical Support Engineer, Tier-2.

This is an operational and support role in a network operator and Telecommunications services provider, covering tier-2 segments of customers support and troubleshooting procedures related to services. The main responsibility is to act as a liaison between the Network Technology and Customer Care teams.

Responsibilities

• Define troubleshooting procedures for potential services faults working closely with the network technology teams
• Define and apply communication procedures used between the network technology and customer care teams
• Produce and continuously update training material and “how-to” instructions towards the customer care teams.
• Work closely with customer care supervisors to filter and evaluate the network related problems reported by end customers
• Provide immediate actions and solve problems using tools provided by vendors and technology teams
• Escalate reported problems to network technology teams and vendors and closely follow up their status
• Manage the services affection notifications and problems reported by 3rd parties (incl. services vendors, interconnected networks etc)
• Efficiently manage multiple cases, prioritizing tasks and meeting service level agreements (SLAs) to ensure timely resolution of issues
• Define, implement and monitor KPIs for the reported problems related to network technology.

• 3+ years of experience in Customer technical support roles within telecommunications services, ideally in a leadership or supervisory position
• University Degree or equivalent, in Engineering, Computer Science, Information Technology or a related field
• Familiarity with CRM and support ticketing systems; experience in Salesforce & JIRA is a plus
• Experience with performance monitoring tools
• Fluency in English, both oral and written

Necessary Skills

• Very good knowledge of technical aspects of mobile telecommunications services, including mobile voice, SMS and mobile broadband
• Analytical thinking and excellent problem-solving abilities
• Exceptional customer centric approach
• Capability to gather and analyze data or logs to identify patterns or trends of reported issues, aiding in proactive solutions or services improvements
• Team player and positive attitude with ability to effectively broadcast useful information to appropriate stakeholders
• Excellent communications skills

• Competitive remuneration package
• Hybrid working model
• Mobile phone
• Private insurance, corporate benefits and perks
• Continuous training and professional development
• Excellent professional environment
• Modern and productive working facilities

Don’t miss the chance to join a Great Place to Work-Certified Company that promotes a positive work environment.

All applications will be treated with confidentiality. If your CV meets the requirements of the job, we will contact you by phone to schedule an appointment. Information about the company on our site volton.gr