Junior Service Quality Engineer (Voice & Mobile Data)

Infopulse Bulgaria is looking for a talented professional as a Junior Service Quality Engineer (Voice & Mobile Data).

Join the team of our customer BICS – a global telecommunication enabler with a physical network stretching across the globe!

• Develop your telecom expertise in diverse portfolio of BICS products, including Voice, Cloud, Signaling, LTE, IoT, etc.
• Enjoy unmatched growth opportunities with BICS vast network and customers around the world.
• Become a part of the international 24/7, follow-the-sun telecom team with presence from Brazil to Singapore.

Infopulse-BICS team has been growing since 2010… and we are looking forward to growing with you!

Areas of Responsibility

• Provide Level-1 network support activities for voice and mobile services 24x7
• 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
• Offer and implement network and traffic solutions
• 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