Technical Customer Support Engineer

Qvantel is a leading global provider of cloud-based Business Support Solutions (BSS). Our solutions help operators to make sense of all the data available, to better understand their customers and proactively address their needs. At the same time, we guide operator customers through their own digital transformation journey from traditional operators to full Digital Service Providers.

We are playing a vital role in developing communications and helping the world to be more connected. We are growing fast and we want our people to grow with us. Our vision is to become the industry’s most desirable BSS provider. Our mission is simple; to grow telecom operators’ business efficiency.

Due to our business growth, we are strengthening our Service Operations Function in Rome, Italy with a passionate

 

Technical Customer Support Specialist  

 

As a Technical Customer Support Specialist, you will use critical thinking and defined operating procedures to perform Tier 1 Service Desk Support, resolving incidents, testing and verifying resolutions and determining appropriate escalation path to other support groups to ensure effective and timely closure of tickets. You also will be responsible for some Configuration Management activities handling the Service Requests received from the customer. Your role also includes the following:

  • Key Responsibilities
    • Being available for customer contacts during service hours.
    • Defects and incidents triaging, analysing use cases, and performing software and functional tests as required
    • Design and develop automation scripts if need
    • Receiving customer contacts through agreed channels.
    • Handling incidents and service requests from service desk -queue.
    • Supporting customer’s different products.
    • SLA monitoring identifying risks of non-fulfilment
    • 3rd party communication management
    • Basic reporting about incidents status
  • Planning, proactiveness and decision-making authority and impact
    • Planning own individual workload and the tasks.
    • Following service desk -queue and taking the responsibility of the queue
  • Leadership, influencing and customer mind-set
    • Strong client service orientation.
    • Owning the incidents and following them through the process.
    • Communicates and interacts with customers globally as well as with the 3rd parties and the different teams internally.

As a person, you are a dynamic and pro-active solution finder who is able to grasp complex systems quickly. You are not afraid to voice concerns and give creative solution proposals when there are several ways to reach the desired outcome.

The competences you will bring with you:

  • Understanding of issue tracking systems and issue management processes.
  • Experience working with Linux OS, test suites, Jira or similar
  • Knowledge of scripting languages.
  • Experience in software testing activities (system, integration, and regression)
  • Strong problem-solving/analytical skills and ability to co-operate with different internal teams, and with customer
  • Experience working in IT and Telco environments is a bonus
  • Good communication and interpersonal skills.
  • Fluent English and Italian skills, verbal and writing
  • Typically, a Bachelor Degree in Computer Science or Telecommunications, or Associate Degree with 2-3 years of specialized work experience in IT and Telco environments.

Competence, commitment and care lead our way and combine us. We hope you share our values on your journey to become the newest member of the Qvantelee family!

Changing the game with us!

We offer interesting and challenging work in a fast-growing, customer-oriented tech-driven company! There are plenty of opportunities to learn, grow and progress in your career as we are simultaneously doing the same ourselves. 

At Qvantel we have built a young, dynamic, international culture where people are motivated to learn and develop themselves, are used to working both independently as well as in teams, have a systematic, hands on working style and a can-do attitude. Our people are used to communicate across other cultures and time zones. A sense of humour can also come in handy. 

Please send your application in English with CV and salary request via our application form with no delay. Please note that we will handle only applications received through the system.

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