Carrier Relationship Coordinator - Cloud / Fibre Technology (German Speaking)

Competitive | Prague 13 | Permanent
Posted 3 months ago

Carrier (Customer) Relationship Coordinator - Connectivity Technology (German Speaking)


40,000 - 45,000 CZK per month

Do you come from a customer service background? Do you understand telecoms technology (IP / VPN / Transmission? Would you like to take ownership of customer relationships and work for a cutting edge and forefront connectivity provider? I could have a great opportunity for you, please read on!

What is on offer?

Our client owns and operates one of the largest fibre networks and cloud platform on the planet, it helps global enterprise and connectivity providers by digitally transforming their connectivity platforms.

Customer service is a major part of the client’s business. These teams of service professionals are responsible for all attributes of the service assurance function across a large and complex portfolio of products and services.

We are looking for a Carrier Relationship Manager primarily responsible for being the main customer advocate, liaising with customers and building strong relationships.

What we would like to see from candidates

· 1 years Customer Support or Telecoms related experience
· Display strong awareness of telecoms technologies and services: IP (VPN, Internet), Transmission (SDH, DWDM), Ethernet, Voice
· 1 years’ experience in elementary diagnostics and trouble-shooting.
· Thorough knowledge of common Telecoms "last mile" technologies (ISDN, DSL, Radio, etc.)
· 1 years’ experience in use of Trouble Ticket and CRM systems
· Problem-solving and analytical skills
· Demonstrable understanding and awareness of process
· Fluent written and spoken English (default language) and German

Your Tasks

· Liaise with telco service operators and build strong relationships.
· Raise tickets with suppliers (OLO) and ensure regular updates and feedback via the telephone, email web portal and internal ticket.
· Manage OLO-related customer faults and ensure they are resolved within SLAs.
· Perform and interpret results of basic technical operations (ping tests, loops, etc) to confirm OLO and service status.
· Ensure appropriate processes are followed and associated documentation updated.
· Clearly communicate incident progress to customers throughout life cycle until final resolution.
· Work with internal operations and regional support organisations in order to resolve customer issues speedily.
· Escalate effectively and according to documented processes both internally and externally to ensure prompt resolution of incidents.
· Provide documentation and reports to customers and senior management on incident progress and resolution.
documentation are regularly reviewed and updated to meet the highest standards
· Audit Supplier (OLO) contact and escalation details regularly and ensure that all pertinent systems are updated promptly.
· Report security incidents to the appropriate operations functions on detection.
· Comply to Security Management controls, security policies and report security incidents to line manager.

For more information about this role, please contact:

Stuart Quilliam
01442 509 050

See Stuart Quilliam's jobs
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