Job Outline

The Carrier Support Team (CST) is based in London, Hong Kong and US and interfaces with our carrier customers. Its primary function is to ensure that faults, routing and quality issues that are raised by our customers, are investigated and resolved as quickly and efficiently as possible. The CST is also responsible for raising, escalating and ultimately obtaining resolutions to faults with our outbound suppliers as well as testing carrier’s route for quality. The CST liaises closely with a number of internal departments/teams in order to resolve issues.

Job Duties

1)     As a member of the IDT CST, you will create, investigate and resolve trouble tickets related to wholesale LD and International telephone service.

2)     You will assist IDT’s customers on the phone and via email/online.

3)     You will escalate issues within IDT appropriately and professionally.

4)     You will open trouble tickets with the other carriers and follow up to get resolution.

5)     You will use proprietary tools to investigate routine and non-routine telecommunications issues which are typically related to call routing. Your investigation involves retrieving and analyzing call records and call statistics.

6)     You will work closely with other global internal departments to aid the fault resolution process.

7)     You will communicate ticket status in writing and verbally to our Account Managers and to customers.

8)     You will work closely with the Sales Team to handle escalations and to make sure they are updated on our progress.

9)     To carry out ad hoc analysis: traffic profile, traffic distribution, fault status as well as provide a quality stats summary and interpretation: ASR, ALOC, NER, PDD etc.

Requirements

• Degree holder in Telecommunications preferable
• 1 year or above experience in telecommunications preferable
• Strong Analytical and problem solving skills
• Must be confident, team players and display excellent communication skills
• Able to work under pressure, pleasant personality with good interpersonal skills
• Excellent command of both written and spoken English
• Sound Knowledge on MS software especially MS Word, Excel, PowerPoint
• Immediate availability is preferable

Interested parties please send full resume (with availability, current/last & expected package) to us.Information collected will be used for recruitment purposes only. For more information about IDT Asia and IDT Corporation, visit our websites at http://www.idtasia.net/ and http://www.idt.net/