International Customer Care Specialist

* Communication with customers orally (phone) and in writing (e-mail)
* Handle client complaints, coordinate internal parties to provide remedy actions
* Incident Management – register and follow up customer service incidents in corporate ticketing system
* Monitor fault tickets and ensure fault escalation is in place
* Monitor Service Level Agreement (SLA) and ensure that commitments made are effectively communicated and carried out by operational / functional parties
* Be involved in formulating and managing service quality and recovery plans
* Improve fault resolution time and overall customer experience
* Maintain communication with customers, suppliers and other departments or functions in regards to network troubleshooting or planned work execution in accordance to agreed SLA's
* Support and help in preparation of the materials for customer review meeting
* Perform regular service review to minimize repeated or chronic incidents

* Education in any area related to IT or Telecom
* Experience in a customer support role or service management
* Fluent in English, good in Estonian and Russian
* Knowledge and understanding of the products and services of data networking and telecommunications
* Understanding and practical experience of network technologies (e.g. TCP/IP, MPLS, Ethernet, Switches, IP Router)
* Excellent communication, presentation and negotiation skills, problem solving skills
* Flexible working hours 24/7 (incl. nightshifts)

* Challenging work with an excellent team of telecom specialists in a multinational organization
* Development possibilities
* Good salary, bonuses and company benefits
* Social and team building events