Senior Service Operations Professional with Italian
Employer · BT Group
Help desk technician
Contact centre agentNetwork technician3 shiftsNightWeekendFlexibleFull-timeBudapest
Join BT as a Customer Service Technical Advisor and play a vital role in supporting enterprise clients across the world by delivering fast, professional, and high-quality technical support. You'll be the bridge between customers and technical teams, helping resolve incidents, provide clear communication, and ensure service excellence.
Tasks
- Be the first point of contact for customer-reported technical issues and service requests
- Triage and assign incidents, track progress, and ensure timely resolution based on SLA targets
- Keep users and internal teams informed with clear and timely updates
- Coordinate and escalate issues with technical resolver groups as needed
- Apply ITIL best practices and internal processes to deliver consistent quality service
- Maintain accurate documentation and follow-ups on all cases
- Monitor resolved cases until they are closed with correct closure codes and priority
- Follow up high priority cases making sure suppliers and resolvers are chased constantly and SLAs are met
Requirements
- Fluency in English (written and verbal)
- Fluent Italian
- Excellent customer communication and interpersonal skills
- Problem-solving mindset and attention to detail
- Basic understanding of IT environments or willingness to learn quickly
- Flexible attitude to support rotating shift work, including night shifts and weekends