Technical support Agent

Job Title: Technical support Agent
Contract Type: Permanent
Location: Brussels, Brussels
Salary: Negotiable
Start Date: asap
Reference: 66990-ITBEL-TGT
Contact Name: Tanguy Temmerman
Contact Email:
Job Published: June 17, 2016 08:16

Job Description

Back Office Technical Support Agent


Answer to 2nd level incoming questions from the residential- & business department and internal customers, on subjects related to technical issues for mobile, fix and data as well as for CFA (Customer facing applications).
Support/contact point for third & outsourced partners + content providers (tickets)

Key responsibility areas

- Assists on line and coaches all first line contact centers regarding technical questions, service providers to serve our customers in a better way.
- Analyses, solves, dispatches and follows-up on all trouble tickets and mails, in collaboration with 2nd and 3rd level teams (internal or external)
- Detects incidents related to transversal products, services, applications and prepaid billing with possible impact on customers and apply appropriate priority & notification process.
- Informs customers continuously on the status of their problem according to their segmentation (internal and external customers)
- Collects relevant information in order to prepare efficient communication towards our customers, management, dealers, partners and operational teams (proactively alarms, planned interventions and retro-actively for example incidents) and translates technical information into customer language
- Supports the launch of new products and services (Friendly User Test) and think pro-actively about the required support.

Major interactions

Internal interactions

- with operational people: daily; transfer calls from first line or questions to be asked to colleagues in other departments
- with professionals/experts: (2nd level & third level teas) : in order to work together on the solution of technical issues (they need examples, they want to have feedback of cust's on corrections they made ….) whenever needed
- with supervisors : day to day management

External interactions

- technical training vendors to ensure all technical training needs are met => whenever needed

Specific expertise

Call center environment
Customer facing applications
Profound technical knowledge of Telecommunication products & services

Your profile

Education, specific training and experience

- Graduate
- 1-2 years in a customer services environment
- Excellent knowledge of contact center activities
- Excellent knowledge of Telecommunication products, services, technical matters, GSM, data & Internet

Interpersonal skills

- Communication
- Problem solving
- Persuasiveness
- Listening skills
- Communication skills
- 3-lingual (French, Dutch, English)