📍 Job Overview

Job Title: Technical Support Specialist with Spanish and English
Company: BT Group
Location: Budapest, Hungary
Job Type: Hybrid (3 days office, 2 days remote)
Category: Customer Support & Services
Date Posted: June 11, 2025
Experience Level: 0-2 years
Remote Status: Hybrid

🚀 Role Summary

Customer-centric Support: Deliver exceptional customer support by acknowledging and assigning new incidents, interacting with resolver groups, and responding to customer requests based on SLAs.
Process-driven Approach: Apply ITIL best practices and ensure clear processes are followed as per work instructions.
Communication & Collaboration: Maintain high-quality communication about the progress of requests to users and managers, and work cooperatively with teams to achieve common goals.
Problem-solving Skills: Demonstrate strong problem-solving skills to address customer needs and ensure timely resolution of incidents.

📝 Enhancement Note: This role requires a high level of customer focus, strong communication skills, and the ability to work effectively in a team environment to deliver excellent customer support.

💻 Primary Responsibilities

Incident Management: Ensure acknowledgment and assignment of new incidents from customers and operational teams, and control resolution according to SLA targets.
Customer Interaction: Respond to customer requests based on SLAs and maintain high-quality communication regarding the progress of requests.
Process Adherence: Apply ITIL best practices and ensure clear processes are followed as per work instructions.
Team Collaboration: Work cooperatively with resolver groups to ensure they are implementing tasks according to SLA targets and maintain updates on the progress of requests.
Task Allocation: Ensure the right individuals are allocated for customer-critical tasks.

📝 Enhancement Note: This role requires a strong focus on customer needs, effective communication, and the ability to work efficiently within a team to resolve incidents and meet service level agreements.

🎓 Skills & Qualifications

Education:

Relevant degree or equivalent experience in a customer support or related field.

Experience:

Proven experience in a customer support role, ideally within a technical environment.
Experience with network monitoring and troubleshooting is an advantage.

Required Skills:

Customer Communication: Excellent communication skills in English and Spanish.
Problem-solving: Strong problem-solving skills and the ability to comprehend and oversee various aspects of a problem or situation.
Attention to Detail: Ability to focus on all aspects and details of a task and deliver outputs with a high level of accuracy.
Teamwork: Ability to work cooperatively with a positive attitude in a group setting to achieve common goals.
Adaptability: Ability to meet the customers' needs in line with the business requirements and adapt to different situations.

Preferred Skills:

Cisco certification is an advantage.
Experience with network monitoring and network troubleshooting.

📝 Enhancement Note: While not explicitly stated, candidates with experience in ITIL frameworks, customer support software, and familiarity with network infrastructure may have an advantage in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Support Experience: Highlight relevant customer support experience, demonstrating your ability to handle customer incidents and requests effectively.
Problem-solving Examples: Showcase your problem-solving skills through case studies or examples of how you've resolved complex customer issues.
Teamwork & Collaboration: Provide examples of your ability to work effectively within a team to achieve common goals, such as collaborative problem-solving or process improvement initiatives.

Technical Documentation:

Process Documentation: Include documentation or examples of how you've applied ITIL best practices and ensured clear processes are followed in your previous roles.
Customer Communication: Provide samples of your customer communication, demonstrating your ability to maintain high-quality communication regarding the progress of requests.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Budapest, Hungary, is approximately HUF 350,000 - HUF 450,000 per year (€970 - €1,270 per month), based on market research and regional adjustments for customer support professionals with 0-2 years of experience.

Benefits:

Competitive benefits package, including health insurance, pension plans, and employee discounts on BT products and services.
Opportunities for professional development and career progression within the organization.
A diverse and inclusive work environment that celebrates difference and fosters innovation.

Working Hours: The role requires flexibility to work in scheduled shifts to ensure coverage across different time zones. The standard working week is 40 hours, with a hybrid working arrangement of 3 days in the office and 2 days from home.

📝 Enhancement Note: The salary range provided is an estimate based on market research and regional adjustments for customer support professionals with the required experience level. Actual salary may vary depending on the candidate's qualifications and the company's internal salary structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: BT Group is a global leader in secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments to sole traders and new start-ups.

Company Size: BT Group has over 100,000 employees worldwide, providing a large and diverse team environment for professional growth and development.

Founded: BT Group was founded in 1846 and has since grown into a global telecommunications and technology services company.

Team Structure:

Customer Support Team: The customer support team consists of dedicated professionals responsible for acknowledging, assigning, and resolving customer incidents and requests.
Resolver Groups: Resolver groups are teams of technical specialists responsible for implementing tasks to resolve customer incidents and requests according to SLA targets.
Cross-functional Collaboration: The customer support team works closely with various departments, including operations, technical teams, and management, to ensure effective incident resolution and customer satisfaction.

Development Methodology:

ITIL Best Practices: The customer support team applies ITIL best practices to ensure clear processes are followed and high-quality customer support is delivered.
Shift Work: The role requires flexibility to work in scheduled shifts to ensure coverage across different time zones, allowing for 24/7 customer support.
Communication & Collaboration Tools: The team uses various communication and collaboration tools to maintain high-quality communication regarding the progress of requests and work together effectively to resolve incidents.

Company Website: BT Group Website

📝 Enhancement Note: BT Group's customer-centric culture and commitment to digital inclusion make it an attractive employer for customer support professionals seeking a diverse and innovative work environment.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level position in the customer support career path, focusing on incident management and customer communication.

Reporting Structure: The Technical Support Specialist reports directly to the Customer Support Manager and works closely with resolver groups and other departments to ensure effective incident resolution.

Technical Impact: The role has a direct impact on customer satisfaction and experience by ensuring timely and effective resolution of incidents and requests.

Growth Opportunities:

Career Progression: With experience and strong performance, candidates can progress to more senior customer support roles, such as Team Leader or Customer Support Manager.
Technical Specialization: Candidates can develop expertise in specific technical areas, such as network monitoring or troubleshooting, and pursue specialized roles within the organization.
Cross-functional Opportunities: Candidates can explore opportunities in related fields, such as technical support, operations, or project management, to gain a broader understanding of the business and expand their skillset.

📝 Enhancement Note: BT Group offers a range of career development opportunities for customer support professionals, including training programs, mentorship, and internal promotions.

🌐 Work Environment

Office Type: BT Group's Budapest office is a modern, collaborative workspace designed to facilitate teamwork and innovation.

Office Location(s): The role is based in Budapest, Hungary, with a hybrid working arrangement of 3 days in the office and 2 days from home.

Workspace Context:

Collaborative Environment: The office features open-plan workspaces, meeting rooms, and breakout areas to encourage teamwork and communication.
Technical Infrastructure: The office is equipped with state-of-the-art technology, including high-speed internet, modern hardware, and specialized software for customer support and incident management.
Flexible Working Arrangement: The hybrid working arrangement allows for a balance between on-site collaboration and remote work, providing flexibility and work-life balance.

Work Schedule: The role requires flexibility to work in scheduled shifts to ensure coverage across different time zones, with a standard working week of 40 hours.

📝 Enhancement Note: BT Group's modern and collaborative work environment, combined with its flexible working arrangement, makes it an attractive employer for customer support professionals seeking a dynamic and innovative workspace.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills, customer focus, and cultural fit.
Technical Assessment: A practical assessment or case study to evaluate problem-solving skills, attention to detail, and customer support experience.
Face-to-Face Interview: An in-person or video interview with the hiring manager and team members to discuss the role, team dynamics, and career growth opportunities.
Final Decision: A final decision based on the candidate's performance throughout the interview process and their fit with the team and company culture.

Portfolio Review Tips:

Customer Support Experience: Highlight relevant customer support experience, demonstrating your ability to handle customer incidents and requests effectively.
Problem-solving Examples: Showcase your problem-solving skills through case studies or examples of how you've resolved complex customer issues.
Teamwork & Collaboration: Provide examples of your ability to work effectively within a team to achieve common goals, such as collaborative problem-solving or process improvement initiatives.
Customer Communication: Include samples of your customer communication, demonstrating your ability to maintain high-quality communication regarding the progress of requests.

Technical Challenge Preparation:

Customer Support Scenarios: Familiarize yourself with common customer support scenarios and practice your problem-solving skills through role-playing exercises.
ITIL Best Practices: Brush up on your knowledge of ITIL best practices and be prepared to discuss how you've applied them in previous roles.
Communication & Collaboration: Rehearse your communication and collaboration skills, focusing on active listening, clear and concise communication, and effective teamwork.

ATS Keywords: (Relevant customer support, technical support, and ITIL-related keywords)

Customer Support: Customer Service, Incident Management, Problem Management, Request Management, Service Desk, Customer Communication, Customer Focus, Customer Satisfaction, Customer Experience.
Technical Support: Network Monitoring, Network Troubleshooting, Cisco Certification, ITIL, IT Service Management, Technical Support, Technical Problem Solving.
Soft Skills: Problem-solving, Attention to Detail, Team Collaboration, Effective Communication, Adaptability, Time Management, Quality Assurance.

📝 Enhancement Note: BT Group's interview process is designed to assess the candidate's customer support skills, problem-solving abilities, and cultural fit within the team. By preparing thoroughly and showcasing your relevant experience and skills, you can increase your chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Customer Relationship Management (CRM) Software: BT Group uses CRM software to manage customer interactions, track incidents, and monitor service level agreements.
Incident Management Software: The team uses specialized incident management software to acknowledge, assign, and resolve customer incidents and requests.
Communication & Collaboration Tools: BT Group uses various communication and collaboration tools, such as email, instant messaging, and video conferencing, to maintain high-quality communication regarding the progress of requests and work together effectively to resolve incidents.

Network Infrastructure:

Network Monitoring Tools: Experience with network monitoring tools is an advantage, as the role may involve working with these tools to troubleshoot network-related incidents.
Cisco Certification: Cisco certification is an advantage, as it demonstrates a strong understanding of network infrastructure and troubleshooting.

📝 Enhancement Note: Familiarity with customer support tools, incident management software, and network infrastructure can provide a competitive advantage in the application and interview process for this role.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: BT Group places a strong emphasis on customer focus, ensuring that customer needs are met and customer satisfaction is maintained.
Process-driven Approach: The company values a process-driven approach to customer support, applying ITIL best practices and ensuring clear processes are followed as per work instructions.
Teamwork & Collaboration: BT Group fosters a collaborative work environment, encouraging teamwork and effective communication to achieve common goals.
Continuous Improvement: The company values continuous improvement, seeking to enhance customer support processes and deliver exceptional customer experiences.

Collaboration Style:

Cross-functional Integration: The customer support team works closely with various departments, including operations, technical teams, and management, to ensure effective incident resolution and customer satisfaction.
Code Review Culture: While not explicitly stated, BT Group may have a code review culture for internal tools and processes, ensuring high-quality customer support and incident management.
Knowledge Sharing: The company encourages knowledge sharing and technical mentoring to promote continuous learning and skill development within the team.

📝 Enhancement Note: BT Group's customer-centric culture, process-driven approach, and collaborative work environment make it an attractive employer for customer support professionals seeking a dynamic and innovative team environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Incident Management: The role requires strong problem-solving skills and the ability to manage multiple incidents simultaneously, often under time constraints.
Customer Communication: The role demands excellent communication skills in English and Spanish, as well as the ability to adapt to different customer needs and preferences.
Process Adherence: The role requires a strong focus on process adherence, ensuring that ITIL best practices are followed and clear processes are maintained.
Teamwork & Collaboration: The role involves working closely with resolver groups and other departments, requiring strong teamwork and collaboration skills to ensure effective incident resolution and customer satisfaction.

Learning & Development Opportunities:

Customer Support Training: BT Group offers training programs and resources to help customer support professionals develop their skills and advance their careers.
Technical Specialization: Candidates can develop expertise in specific technical areas, such as network monitoring or troubleshooting, and pursue specialized roles within the organization.
Leadership Development: With experience and strong performance, candidates can progress to more senior customer support roles, such as Team Leader or Customer Support Manager, gaining valuable leadership experience and skills.

📝 Enhancement Note: BT Group's technical challenges and learning opportunities provide a range of growth prospects for customer support professionals seeking to develop their skills and advance their careers.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for customer support scenarios that test your problem-solving skills, attention to detail, and customer support experience.
ITIL Best Practices: Brush up on your knowledge of ITIL best practices and be prepared to discuss how you've applied them in previous roles.
Process-driven Approach: Demonstrate your understanding of process-driven customer support and your ability to follow work instructions and ensure clear processes are maintained.

Company & Culture Questions:

Customer Focus: Showcase your customer focus and commitment to delivering exceptional customer experiences.
Teamwork & Collaboration: Discuss your experience working in a team environment and your ability to collaborate effectively with resolver groups and other departments.
Adaptability: Highlight your adaptability and ability to meet the customers' needs in line with the business requirements.

Portfolio Presentation Strategy:

Customer Support Experience: Highlight relevant customer support experience, demonstrating your ability to handle customer incidents and requests effectively.
Problem-solving Examples: Showcase your problem-solving skills through case studies or examples of how you've resolved complex customer issues.
Teamwork & Collaboration: Provide examples of your ability to work effectively within a team to achieve common goals, such as collaborative problem-solving or process improvement initiatives.
Customer Communication: Include samples of your customer communication, demonstrating your ability to maintain high-quality communication regarding the progress of requests.

📝 Enhancement Note: BT Group's interview process is designed to assess the candidate's customer support skills, problem-solving abilities, and cultural fit within the team. By preparing thoroughly and showcasing your relevant experience and skills, you can increase your chances of success in the interview process.

📌 Application Steps

To apply for this Technical Support Specialist with Spanish and English position at BT Group:

Submit Your Application: Click on the application link provided in the job listing and submit your application, including your resume and a cover letter highlighting your relevant customer support experience and skills.
Prepare Your Portfolio: Tailor your portfolio to showcase your customer support experience, problem-solving skills, and teamwork abilities, focusing on relevant examples and case studies.
Research the Company: Familiarize yourself with BT Group's customer-centric culture, process-driven approach, and collaborative work environment to ensure a strong fit with the team and company values.
Prepare for the Interview: Brush up on your knowledge of ITIL best practices, customer support tools, and network infrastructure, and practice your problem-solving skills through customer support scenarios and role-playing exercises.
Follow Up: After the interview, follow up with the hiring manager or HR representative to express your interest in the role and reiterate your qualifications and fit with the team and company culture.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with BT Group before making application decisions.

Technical Support Specialist with Spanish and English