Senior Service Operations Professional with Italian

About BT

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good.  Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.  
BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive. Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.
We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country.   Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.

About the role

Location: Budapest | Type: Full-time | Work Model: Hybrid (3 days office, 2 days home)
Shift Work: Yes, rotating schedule to support international clientsLanguages Required: Fluent Italian and English

Are you fluent in Italian and English with a passion for solving problems and helping customers? Are you tech-savvy and eager to work in an international team supporting global clients?
 
Join BT as a Customer Service Technical Advisor and play a vital role in supporting enterprise clients across the world by delivering fast, professional, and high-quality technical support. You’ll be the bridge between customers and technical teams, helping resolve incidents, provide clear communication, and ensure service excellence. 
This is your chance to build a global tech career from our dynamic Budapest office — with flexibility, development opportunities, and fantastic benefits.

What you will be doing (Role Accountabilities)

•    Be the first point of contact for customer-reported technical issues and service requests
•    Triage and assign incidents, track progress, and ensure timely resolution based on SLA targets•    Keep users and internal teams informed with clear and timely updates
•    Coordinate and escalate issues with technical resolver groups as needed
•    Apply ITIL best practices and internal processes to deliver consistent quality service
•    Maintain accurate documentation and follow-ups on all cases
•    Monitor resolved cases until they are closed with correct closure codes and priority
•    Follow up high priority cases making sure suppliers and resolvers are chased constantly and SLAs are met.
 

What you’ll need to succeed (Skills & Experience)

Must-Have Skills:
•    Fluency in English (written and verbal)
•    Excellent customer communication and interpersonal skills
•    Problem-solving mindset and attention to detail
•    Basic understanding of IT environments or willingness to learn quickly
•    Flexible attitude to support rotating shift work, including night shifts and weekends

Nice-to-Have (Not Mandatory):

•    Experience with network monitoring or troubleshooting
•    Familiarity with Cisco technologies or certifications
  
 

BT Group’s Behaviours

Customer First  -  Prioritize customer needs in every decision and action. 
Challengers  -  Challenge the status quo and bring innovative ideas to life.Committed -   Own outcomes and deliver with integrity.
Clear -   Communicate openly and simply, ensuring alignment.
Connected  -  Collaborate across teams to achieve shared goals.

Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.
 
We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market. 
 
With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.
 
If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.