Role Summary:

Carrier Relationship Coordinator is the position that interacts with our external providers when comes to Incident, Request and Problem Management. Driving cases toward resolution and performing escalations. Maintaining the escalation contacts into the supplier database.

Internal Departments they will interact with:

Service Desk, EOC, NOC, Carrier Management, Service Delivery

Main Responsibilities:

∙ Liaise with GTT's local tail suppliers (OLO) and build strong relationships.
∙ Raise tickets with suppliers (OLO) and ensure regular updates and feedback via the telephone, email web portal and internal ticket.
∙ Manage OLO-related customer faults and ensure they are resolved within SLAs.
∙ Perform and interpret results of basic technical operations (ping tests, loops, etc) to confirm OLO and service status.
∙ Ensure appropriate processes are followed and associated documentation updated.
∙ Clearly communicate incident progress to customers throughout life cycle until final resolution.
∙ Work with internal operations and regional support organizations in order to resolve customer issues speedily.
∙ Escalate effectively and according to documented processes both internally and externally to ensure prompt resolution of incidents.
∙ Provide documentation and reports to customers and senior management on incident progress and resolution.
documentation are regularly reviewed and updated to meet the highest standards
∙ Audit Supplier (OLO) contact and escalation details regularly and ensure that all pertinent systems are updated promptly.
∙ Report security incidents to the appropriate operations functions on detection.
∙ Comply to GTT Security Management controls, security policies and report security incidents to line manage

Ideal Candidate Profile:

The Ideal candidate will have strong awareness of telecoms technologies and services: IP (VPN, Internet), Transmission (SDH, DWDM), Ethernet, Voice, independent and self-starting person with good communication and analytical skills. Stress resistant with the ability to accommodate to fast changing environment.

Essential Criteria:

∙ 2+ years Customer Support or Telecoms related experience
∙ 1+ years experience in use of Trouble Ticket and CRM systems
∙ Problem-solving and analytical skills
∙ Demonstrable understanding and awareness of a process
∙ Fluent written and spoken English and one of: German/ Spanish/ Italian/ French

Desirable Criteria:

∙ 1+ years experience in elementary diagnostics and trouble-shooting.

∙ Thorough knowledge of common Telecoms "last mile" technologies (ISDN, DSL, Radio, etc.)

∙ Other languages

∙ ITIL awareness

Other Similar Job Functions:

Not Mandatory but optional. Write down other job backgrounds you would like to see candidates apply from. i.e. Network Operation Engineer looking to step up into a Pre-Sales focussed opportunity or someone from a Sales Support or Administration function looking to step up to an Account Executive Sales role. Sometimes this helps candidates decide whether to apply.

Qualifications/Courses:

BSA Degree or relevant experience;

ITIL Foundation – strong plus;

Prince 2 – strong plus

Hours/Travel/Shift:

9-17.45 and 11.15 – 20.00

#LI-MS1
#LI-Remote