What you'll be doing
Mandatory
1. Expertise knowldege of SIP (Session Initiation Protocol).
2. Ability to assimilate technical information very quickly and provide rapid resolution steps.
3. Experience with Voice platforms.
Nice to have (these skills can also be learned on the job) :
4. Experience in working with SBC technology – Ribbon/Audiocodes or Perimeta - Desirable
5. Be agile: You identify opportunities to use collaborative approaches and continuous improvement. You contribute to projects as a subject matter expert or content owner.
6. Issue managemen: You conduct a deep review of data and issues to quickly reveal the root cause. You recommend short and long-term solutions to complex problems and follow through to make sure we solve them.
7. Improvement focus: You coach and empower teams to anticipate and analyse obstacles in work processes. You support them to develop solutions and implement ways to improve processes and make things more efficient.
8. Product and service knowledge: You demonstrate subject matter expertise in complex, technical infrastructure, products and services. You develop bespoke solutions to meet short, medium and long-term customer needs.
9. Customer excellence: You empower your team to own service outcomes, removing complexity and resolving service issues. You drive best practice, shared learning and continuous improvement to deliver exceptional end-to-end service.
Your Benefits
10. 10% on target bonus
11. Life Assurance
12. 25 days annual leave (plus bank holidays) increasing with service
13. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
14. World-class training and development opportunities
15. Direct share scheme
16. Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
17. Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
18. Exclusive colleague discounts on our latest and greatest TV, mobile and broadband packages
19. Access to 100’s of retail discounts including the BT shop
20. Shared Parental leave - maximum amount of leave you can share with your partner is 50 weeks
21. 3 volunteering days per year.