Technical Support Agent Level 2 80-100%

About the job

At Sunrise, we think bigger, go further, and open new paths. For us, the work culture is about achieving great things together. Here, respect and new ideas combine with genuine teamwork: every voice counts, every perspective makes us stronger. Our passion drives us to try new things and constantly evolve. Interested? Then join our success story.

Welcome to the Technical Support Advisor position! The focus is on telephone handling of fixed network fault cases in French and Italian, diagnosing and efficiently processing new activations. You manage customer files, develop processes, and generate added value by selling additional products. Customer service experience, excellent technical skills, and a strong customer orientation are required. Interested? We look forward to receiving your application!

YOUR CHALLENGE:

• Diagnose and resolve advanced faults (network, Internet, VoIP, streaming TV)
• Handle complaints and complex customer cases: analyse fault history, identify malfunctions, and manage action plans until full service restoration
• Manage your own ongoing cases independently, regularly informing customers of progress (complaint management)
• Understand customer needs, propose solutions adapted to technical issues, and respond to unusual requests
• Ensure efficient processing of activations
• Generate added value for customers through the sale of complementary products and services

YOUR SKILLS:

• Holder of a Federal VET Diploma as an IT operator, IT specialist, or equivalent technical training
• Excellent command of IT tools as well as Windows OS and/or Mac OS environments
• Good knowledge of basic network architectures, VPN configurations, Internet protocols, and Sunrise infrastructures
• Experience in customer service with strong negotiation and communication skills
• Strong customer orientation (diplomacy, active listening, and high empathy), high commitment, punctuality, and respect for deadlines
• Flexibility, ability to manage stress, and an autonomous, precise, and structured working method
• Excellent command of French and Italian (mandatory); English is an asset

At Sunrise, you work in a dynamic and multinational environment where every voice is heard, perspectives are shared, and values are put into practice. Diversity is not just a programme for us; it is part of our DNA. It is because we celebrate our differences that we achieve great things together.

Sunrise is a partner of "Advance Gender Equality in Business", holder of the Swiss LGBTI label, and certified "Fair-ON-Pay Advanced" for equal pay for work of equal value.

Ready to take on the challenge? Join our team and actively help shape our future! #ChallengersWanted

Note to agencies: applications sent or uploaded by placement agencies or similar organisations are not welcome. Therefore, they will not be considered and will be deleted.

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