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Κέντρο Εξυπηρέτησης / Call Center

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We at&nbsp;Nova, a very young and dynamic team, the 2nd largest telecom provider in Greece, looking for a dynamic IS/ Call Center Systems Specialist&nbsp;to be part of our Call Center Systems team.&nbsp;You have a challenging mission for:&nbsp;ensuring smooth operation, optimization, and high availability of ACD, IVR, dialer, and VoIP systems. You will handle advanced troubleshooting, implement upgrades, support security and capacity planning, and drive continuous improvements in call center technologies.What&nbsp;you will&nbsp;do:<ul><li>Manage and maintain call center systems (ACD, IVR, dialers, VoIP).</li><li>Perform system upgrades, patches, and configuration changes.</li><li>Monitor system performance and ensure high availability.</li><li>Provide second-level and third-level support for system-related issues.</li><li>Diagnose and resolve complex telephony and application problems.</li><li>Collaborate with vendors and internal teams for escalated issues.</li><li>Configure call routing, IVR menus, and agent profiles.</li><li>Optimize workflows and implement new technologies to improve efficiency.</li><li>Prepare technical documentation for internal use.</li><li>Generate performance reports and assist in capacity planning.</li><li>Help ensure compliance with data protection and security standards.</li><li>Support implementation of access controls.</li><li>Assist in planning and deploying new call center technologies.</li><li>Participate in testing and quality assurance for new implementations.</li><li>Stay updated on emerging call center technologies.</li><li>Suggest improvements to enhance system reliability and efficiency.</li></ul>It would be great if you have:<ul><li>A University Degree in relevant field</li><li>3+ years of experience in a similar role</li><li>Previous experience in the telecommunications sector is appreciated</li><li>Basic Knowledge of Contact Center Platforms - Familiarity with tools like Genesys, Avaya, or Cisco (basic navigation and configuration).</li><li>Understanding of Telephony Concepts</li><li>Basic knowledge of VoIP principles, call routing, and queue management.</li><li>Basic knowledge of ASR and NLU technology</li><li>Reporting Basics - Generating standard performance reports (AHT, call volumes) using built-in tools.</li><li>Troubleshooting Fundamentals - Ability to identify and escalate system issues.</li><li>Streamlining workflows for efficiency and cost-effectiveness.</li><li>Ensuring adherence to regulatory standards and internal policies.</li><li>Good communication Skills, clear interaction with team members and vendors.</li><li>Ability to follow troubleshooting guides and escalate effectively.</li><li>Having the capacity to understand the impact of systems on customer experience.</li><li>Willingness to learn new systems and processes quickly.</li></ul>What will you get:<ul><li>Wellness programs to keep yourself fit.</li><li>Mobile voice and data to talk.</li><li>Discounts on&nbsp;Nova Fixed / Mobile / TV&nbsp;for you, friends, family.</li><li>Flexy work from home to balance your life.</li><li>Private Insurance program to check up on your health.</li></ul>

IS/ Call Center Systems Specialist

We at&nbsp;Nova, are a very young and dynamic team, the 2nd largest telecom provider in Greece, looking for vibrant and fast thinking "NMC Operator” to be part of our successful team in our “Mobile-Fixed Core / IP / Access / IT NOC Department”.You have a challenging mission for:Undertaking the activities for the correct operation, fault management and relevant actions foreseen by the procedures to solve the problems of the entire network during the&nbsp;24-hrs supervision.What will you do:<ul><li>Receive, analyze and resolve/escalate any raised problem concerning customer complains or other kind of network failure or outage.</li><li>Act as the primary interface of the Network Management Centre for intra-departmental and external communications.</li><li>Execute planned tasks as required by NMC management.</li><li>Make use of the Corrective Trouble Ticketing System, in order to inform involved parties on Network Faults.</li><li>Escalate Faults among NOVA technical Departments and external providers/vendors and follow up the progress for the timely fault resolution.</li><li>Receive, analyze and resolve or escalate trouble tickets from Performance monitoring platforms.</li><li>Inform Customer Service of problems in the network leading to service outages.</li></ul>What will you get:<ul><li>Wellness programs to keep yourself fit.</li><li>Mobile voice and data to talk.</li><li>Discounts on&nbsp;Nova Fixed / Mobile / TV&nbsp;for you, friends, family.</li><li>Private Insurance program to check up your health&nbsp;</li><li>Toddlers allowance to daycare your kids</li></ul>

NOC Operator

Packet Core Network is a part of Mobile Network Architecture responsible for providing data services to mobile users/devices. The most popular data service is "Access to Internet". Packet Core Network Engineer is responsible for design, planning, deployment, maintenance, troubleshooting, and optimization of Packet Core Network.What you will do:<ul><li>Analyze, troubleshoot and resolve/escalate problems concerning customer complains as part of 2nd and 3rd level support process.</li><li>Co-ordinate with Vendors the proper handling of Trouble reports within SLAs, for any issue/problem occurs.</li><li>Create and maintain documentation for day2day operation and maintenance as well as Project related activities.</li><li>Implement changes /upgrades through change management process in all EPC elements, ensuring minimal risks regarding the service to the end-customer.&nbsp;</li><li>Engineer in the role will participate in standby scheme providing 2nd level support to relevant systems/platforms in 24x7 basis. Ensure system’s operational continuity in case of emergency incidents.</li></ul>It would be great if you have:<ul><li>University degree related with Telecommunications, IT or similar technical fields.&nbsp;</li><li>Good knowledge of Mobile Core Concepts, EPC, 4/5G architecture &amp; IP Networks</li><li>2 years of experience in a similar position</li><li>Experience in working with Ericsson EPC is strongly preferred.&nbsp;</li><li>Competence in NFV and Telco Cloud will be considered a plus.&nbsp;</li><li>Administration of Linux based systems</li><li>Able to analyze problems and conduct effective fault diagnosis and system recovery.&nbsp;</li><li>Excellent communication, writing and team building skills. Professional approach to responsibilities – ability to take ownership.&nbsp;</li><li>Team player skills, cooperation and work under pressure capabilities are required.&nbsp;</li><li>Excellent inter-personal and communications skills.&nbsp;</li><li>Strong written and oral communication skills in English.</li><li>Curiosity and willingness to learn</li></ul>What you will get<ul><li>Mobile voice and data to talk</li><li>Discounts on Nova Fixed / Mobile / TV for you, friends, family</li><li>Private Insurance program to check up on your health</li><li>Toddlers allowance to daycare your kids</li></ul>

Mobile Data Service Junior Engineer

Job Ads Ελλάδα, Nova

is/ call center systems specialist

NOVA

noc operator

NOVA

mobile data service junior engineer

NOVA

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