Join Us
At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
Who we are
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.
Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.
Together we can.
What you’ll do
Resolve complex and escalated technical issues related to Vodafone Germany fixed and TV products in dynamic, customer critical environment, working on improving process and standards to enhance customer experience and support services.
Key accountabilities and decision ownership
- Act as Technical and Process Reference for Junior Incident Managers.
- Handle Long Runner and complex tickets.
- Perform fault troubleshooting, identification, and resolution for Vodafone Germany Customers.
- Solve the Incident within the comply SLA and meet the agreed KPI.
- Deal with different Internal Competence Teams and 3rd Parties when needed to solve the ticket within SLA.
- Handling End-End Customer incidents from the first call till Ticket resolution.
- Delivering best customer experience in Terms of NPS and written customer feedback.
- Work on Shift basis 24*7 including weekends and public on rotational basis.
Core competencies, knowledge, and experience
- 2-4 years of experience in Troubleshooting and technical support in Complex Solutions.
- Advanced fixed and TV product knowledge/Experience including some areas like Routing ,Switching and IP services.
- Fluent in German (Written and Spoken)- Minimum C1 Level
- Advanced knowledge of Vodafone fixed and TV products and the Vodafone portfolio tool is desirable.
- Being able to handle full products portfolio including complex issues.
- Excellent Analytical Skills
- Act as internal L2 support for new members providing support in complex scenarios.
- Excellent Customer Orientation and high communication Skills
- CCNA certification is preferred
Must have technical / professional qualifications
- Bachelor degree ,Preferred in Computer /telecommunications engineering or any related areas.
- 2-4 years of experience in Fixed and TV Network Field
- technical knowledge of
- WAN Access Technology
- IP Networking
- Profession in German and English, spoken and written (C1 is Must).
