Technical Support Engineer, Tier-2

Volton Hellenic Energy SA is a Greek company that is dynamically active and is increasing its capacity rapidly in the field of Electricity Supply and Trading, in the Gas Energy Sector and soon enough in the field of Telecommunications.

Volton aims to build solid and trustful relationships with its customers by offering reliable services that meet the ever-growing energy needs of businesses and households. The company's ambition is to become one of the most important companies in the industry and remain at the forefront of developments as the first Multiservice provider combining Electricity, Natural gas and Telecommunications.

As part of its development, Volton is expanding its Telecoms Technology team and seeks a Technical Support Engineer, Tier-2. This is an operational and support role in a network operator and Telecommunications services provider, covering tier-2 segments of customers support and troubleshooting procedures related to services. The main responsibility is to act as a liaison between the Network Technology and Customer Care teams.

Responsibilities:

• Define troubleshooting procedures for potential services faults working closely with the network technology teams
• Define and apply communication procedures used between the network technology and customer care teams
• Produce and continuously update training material and "how-to" instructions towards the customer care teams
• Work closely with customer care supervisors to filter and evaluate the network related problems reported by end customers
• Provide immediate actions and solve problems using tools provided by vendors and technology teams
• Escalate reported problems to network technology teams and vendors and closely follow up their status
• Manage the services affection notifications and problems reported by 3rd parties (incl. services vendors, interconnected networks etc)
• Efficiently manage multiple cases, prioritizing tasks and meeting service level agreements (SLAs) to ensure timely resolution of issues
• Define, implement and monitor KPIs for the reported problems related to network technology

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