Basic information:

Company: Utilitywise Prague

Field: Customer Service

Job Type: Night shifts

Posted on: 23.11.2018


Negotiable salary



Business Support Specialist with English (Australian Market – Night Shifts)

Our client for this project is a leading provider of communications services connecting consumers and businesses through cloud-connected devices worldwide. They provide a robust suite of feature-rich residential and business communication solutions that offer flexibility, portability and ease-of-use for both landline and mobile phones. Customers require help from friendly and knowledgeable colleagues for everything from billing support to Tier 1 technical support. This role is perfect for native English speakers with experience in customer service and tech support and are familiar with the Australian market (worked, lived, or studied in Australia). For this role the shift patterns are from 1AM to 9.30AM as we are caring for Australian customers.

For students, we also offer a part-time role to complement their studies while they gain international business experience.

Main Responsibilities

Answer calls and emails from customers who have technical issues with their hosted PBX system.
Diagnose and resolve issues and problems with customer’s hosted PBX system including faults with configuration, handsets, broadband, routers, call quality, call routing etc.
Log all calls and emails into appropriate helpdesk system.
Escalate hosted PBX issues that can’t be solved by first level support to second level support, track resolution of issue to ensure customer service is maintained.
Handle customer inquiries both by phone and by email
Handle all billing enquires
Research required information using available resources
Manage and resolve customer complaints
Provide customers with product and service information
Process orders, forms and applications
Identify and escalate priority issues
Route calls to appropriate resource
Follow up customer calls where necessary

Your Profile

Native English speaker
Minimum of one year contact centre experience
TCP/IP computer networking understanding
Broadband/DSL/WAN/LAN knowledge understanding
Familiarity with SIP protocol an advantage
Experience of configuring routers advantage
Desirable product experience in telephony cloud technologies
PBX/IP experience an advantage
Working experience within/for UK market
Be flexible in regards to working hours (shift patterns)
Ability to analyse and solve problems
Ability to communicate effectively and professionally to all customers
Ability to work as part of a team supporting colleagues where necessary

We Offer You

Full-time employment with shifts (12-month contract including a 3-month probationary period)
Fully paid training, paid overtime, no weekend shifts
12 000CZK yearly wellbeing vouchers (accrual commences after probation – 1 000CZK tax-free vouchers/month paid at 6-monthly intervals)
20 days of holiday + 3 free days after 12 months (1 extra free day for each year of employment after the 3rd year, up to 30 holidays maximum)
50% or 100% discounted Multisport membership (
Meal vouchers (commence after probation period)
Frequent team building & social events
Business trips as applicable
Ongoing training sessions & personal development endeavours
Free Czech and English language classes
An international work environment centrally located in Karlin

Paid Training and Free Development

We provide full training in both sales skills and the business products of our clients. We share proven methodologies that are led by experienced trainers that ensure your success with us. Regular coaching sessions help you develop a career that prepares you for internal promotions and leadership roles within Utilitywise Prague.

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