Our telecom products form the basis of our Company’s worldwide success. BICS became a Signalling and Messaging market leader in several regions and is in top Voice carriers due to careful consideration of the sensitive price-and-quality issue. This strategic activity requires special focus.

Your timely feedback and responsiveness will enable BICS to meet our customer’s expectations

Areas of Responsibility

Provide Level-1 network support activities for voice and mobile services 24×7

Monitor supplier, destination and key-customer performance within pre-set limits

Follow up on quality issues (including specific occurrences and dedicated customers) reported by different BICS departments to suppliers, and verify the quality of provided solutions

Analyze quality reductions and take appropriate actions, such as initiating pro-active rerouting, launching and managing supplier’s trouble-tickets

Perform pro-active rerouting in close collaboration with commercial representatives to maintain an optimized level of cost and selling price

Test new routes in cooperation with traders to improve the quality-of-service levels and possibly optimize the supplier structure

Monitor service performance, measure the quality of our services and take corrective actions proactively

Ensure effective communication on technical queries between BICS internal teams and BICS customers

Identify possible areas of network and process improvements, and suggest improvement solutions

Develop performance measurements

Report to the team leader of Quality-of-Service Team

Qualifications

Bachelor’s degree in IT, Telecom or related technical field and interest in business

Very good command of spoken English (Intermediate or above)

Well-developed communication skills and flexibility to interact with suppliers around the globe

Desire to stay in dynamic international environment

Persistence in solving complex issues and being solution driven

Relevant experience is an advantage, especially if it is with a mobile service provider

Being a team player and willing to share knowledge

Maximal customer orientation

Ability to handle stressful situations well

Ability to convey information laconically

Ability to set priorities and manage multiple tasks