Business Operation Centre Technician
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MDS Global is a leading BSS-as-a-Service provider of VNO, B2B and IoT solutions. We look after all aspects of monetisation, assurance and customer steering for complex products and services. We offer a digital operating model in a DevOps context, which enhances stakeholder experiences and provides unprecedented business agility.
Headquartered in the UK, MDS Global's customers include BT Enterprise (UK), eir (Ireland), iD Mobile from Dixons Carphone (UK), TalkTalk (UK), Telefónica (UK), Vodafone (Germany, Greece and Netherlands), Orange (Belgium), KPN (Netherlands) and Telia (Denmark).
We are recruiting for a Business Operation Centre (BOC) Technician to join our team based in Warrington.
When an MDS Global customer has an issue or requires assistance they contact the BOC team. We help them as quickly and as efficiently as possible, always striving to give them excellent service - and we're good at it.
With over 1000 tickets raised every month the BOC team provide 24/7 first line support to our customers both over the phone and via email for our bespoke telecoms billing and customer management software. Working to SLAs, you will need to investigate and resolve their problems and ensure that our customers are satisfied and kept up to date on the progress of their ticket. You will use our tracking system to update and monitor progress as well as prioritise issues and escalate where needed.
Our core values are central to who we are and how we do business. At MDS you will be expected to collaborate positively, have a passion to succeed, be prepared to take smart risks, possess leadership qualities, be able to flex your expertise and use your strong sense of customer focus to exceed expectations, every day.
This is a shift-based position working 4 days on 4 days off with a combination of 2 day shifts and 2 night shifts (12 hour shifts - 7am-7pm and 7pm-7am). Please only apply if you are able to commit to working both days and nights. Weekends and bank holiday shifts can be worked remotely from home.
You are:
Great at providing exemplary customer service
Able to communicate well, both verbally and written
A strong organiser and able to prioritise your workload
Happy to take ownership for problems
Proactive
Able to keep promises
Focused on attention to detail at all times
Able to remain calm under pressure
Positive and enthusiastic in your approach
Happy to follow processes and procedures
Flexible in your approach to shifts
You have:
A passion for technology, ideally with relevant work experience or studies
Previous customer service experience, ideally over the phone
Previous experience of using Microsoft Office (Outlook, Excel, Word)
Experience of working within a team
A professional and customer focussed approach
Experience of working with multiple operating systems
A flexible approach and willing to go the extra mile
You may have:
Previous service or helpdesk experience
ITIL or SDI accreditation
Previous experience of telecommunications environment
Experience of telecommunications and/or customer/care billing systems
Apply now:
Click the APPLY button.
Your future at MDS Global
When we say our people are our biggest asset, we mean it. We offer you a rewarding career, with great prospects and development, an excellent working environment, a competitive salary, and a generous holiday package. What more could you ask for?
Some of our benefits include:
Company life insurance
Pension scheme
BUPA healthcare scheme
25 days holiday per year rising to 30 over length of service
Performance related bonus
Generous discount scheme at many high street retailers
Discounted local gym membership
"Dawes Rewards" electrical retail discount scheme
Flexible working hours
Free on-site parking (Warrington)
Excellent transport links
Cycle to work scheme (UK)
On-site shower facilities and lockers