Your responsibilities
As part of the Business Customer Care team, you will:
1. Provide Level 2 technical support for enterprise customers, working closely with Level 1 (customer service) and in coordination with Level 3 (experts and external partners).
2. Troubleshoot, analyze and resolve complex issues across IT and telecom environments (fixed, mobile, data, VoIP, networks).
3. Ensure professional communication and direct interaction with enterprise customers throughout the incident resolution process.
4. Interact with Level 3 experts during troubleshooting sessions. Learn from troubleshooting cases and develop/enhance associated procedures in coordination with Level 3.
5. Participate in the integration, configuration, and optimization of IT & telecom solutions.
6. Contribute to technical documentation and knowledge