Business Area: Local Commercial Operations
Posting Country: Portugal
Full Time / Part Time: Full Time
Contract Type: Permanent
At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
Responsibilities
* Enhance service delivery and operational efficiency for corporate segments (Tier 1)
* Manage exclusive and dedicated first-level support for top-tier enterprise customers
* Lead a 24/7 support team to deliver high-quality customer support
* Collaborate with product, pre-sales, sales, network operations, and engineering teams to support customer needs
* Ensure team performance and adherence to support processes
* Maintain effective communication with both internal and external stakeholders, especially with the VBU delivery team regarding the handover to support process, requiring a deep understanding of the complex solutions implemented on this type of customers
* Provide functional support management and in-depth troubleshooting to ensure optimal system performance
* Respond to high-priority customer escalations, meet SLAs, and maintain strong customer relationships
* Monitor service performance, generate reports, and continuously improve service quality and availability
* Provide support, mentorship, and training to develop team members
Who you are
* Degree in Systems and Telecommunications, Informatics Engineering, or Management Informatics
* 5 years of experience in a similar role
* Knowledge of the telecommunications industry and Cisco technology
* Proven experience in team management
* Advanced technical expertise in access networks, LAN, WAN technology, IoT, Cloud, Security Services, and incident management
* Ability to handle high-pressure situations
* Proficiency in English and Portuguese required
What's in it for you
We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.
Who we are
You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can.
Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.
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