Customer Support - Kgf093

About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running.
We connect friends to family, clients to colleagues, and people to possibilities.
We keep the wheels of business spinning and the emergency services responding.
We value diversity and celebrate difference.
As Philip Jansen, our CEO, says 'We embed diversity and inclusion into everything that we do.
It's fundamental to our purpose: we connect for good.' We all stick to the same values: Personal, Simple, and Brilliant.
From day one, you'll get stuck in to tough challenges, pitch in with ideas, and make things happen.

But you won't be alone: we'll be there with help and support, learning and development.
Required KnowledgeGenesys Engage 8.5: Routing, Recording, Reporting, GVP and eServices.Desirable minimum of 2 years demonstrable experience in CC Customer Services supporting Genesys solutions.Additional Valuable KnowledgeRemarkable knowledge of SIP/SDP protocol for call flow analysis.Oracle SBC or similar voice call routing elements.Advanced Excel.RecommendedAdministration of Windows and RHEL operating systems.Routing, Switching and Security knowledge concepts.T-SQL query language knowledge.LanguagesEnglish on a fluent level.Spanish on a fluent level is a must.Required SkillsOut of business hours planned works execution availability.On call work availability.Management of Ticketing tools (NGSD and ServiceNow).Group collaboration work.Incident analysis and diagnosis.Procedure writing.
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