Customer Support (1st Line)

Customer Support (1st Line)

Job title: Customer Support (1st Line)

Company: BT

Job description: What you’ll be doing:

  • Communicate with customers in English via system, email and phone to provide support on BT network services.
  • Interact with resolver groups by assigning tasks and controlling resolution to ensure they are implemented according to SLA target
  • Respond to customer requests based on SLAs and quality KPIs
  • Apply ITIL best practices and ensure clear processes are followed as per work instructions
  • Ensure updates and high level of quality in communication about the progress of the requests to users and managers
  • Ensure acknowledgement and assignment of new incidents coming from customers and operational teams. Ensure triage and closure for all requests
  • Ensure KPIs and drive the teams towards to quality and excellence
  • Perform technical troubleshooting for network issues on LAN, WAN, WLAN and IPT


This role will suit you if you have the following skills:

Soft skills:

  • Ability to meet the customers’ needs in line with the business requirements
  • Working with a cooperative and positive attitude in a group setting to achieve common goals
  • Communicating effectively and efficiently while adapting to your audience and getting the message through as intended
  • Ability to comprehend and to oversee various aspects of a problem or a situation
  • Using all data and information available to analyse and understand a situation, with the aim of supporting decisions is an advantage
  • Focusing on all aspects and details of a task and delivering your output with a high level of accuracy
  • Ability to find root causes of problems and to focus on their quick and efficient solution

Professional skills:

  • Experience in attending to customer requests via systems
  • ITIL knowledge is an advantage
  • Experience in attending to customer requests via systems is an advantage
  • Technical Knowledge at least at basic level on CCNA

Language skills:

  • English on a fluent level
  • Any European language on a fluent level is an advantage

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Our efforts to become a really good place to work have been honoured with the following awards:

  • Family Friendly Mentor Company (2017, 2018, 2019, 2020)
  • Family-friendly Company (2012, 2014, 2016)
  • Best Workplaces Award 2020 by Szerethető Munkahelyek
  • Special Award on ‘Open Spotlight Award 2020’ by
  • Best University Programme in Hungary Award – (2018)
  • Best Employer Branding Strategy in Hungary – Gold Medal (2018)
  • Best Employer Branding Initiative in the CEE, SSC sector (2018)
  • Most attractive employer, SSC sector (2017)
  • Best University-Business cooperation of the year in CEE (2017)
  • Best SSC in CEE region (2016)

Create and submit your application by clicking the Apply Online button below or check out our other live vacancies and find a better match!

In case we choose you for one of our open positions, we may request a non-criminal record (erkölcsi bizonyítvány) from you. For further details and legal terms of employment in BT Hungary, please visit .


COVID-19 Notice: We’ve changed our recruitment process so that we can continue to offer exciting opportunities in BT. We’ve moved to ‘virtual hiring’ until further notice – which includes video interviews and virtual onboarding, to make sure that we maintain candidate and employee safety.

Expected salary:

Location: Magyarország

Job date: Tue, 28 Dec 2021 04:30:11 GMT

Apply for the job now!

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