Customer Service Technical Advisor with Portuguese
Please note, that this position requires rotating shift work (including weekends).
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 clients
Languages Required: Fluent Portuguese and English
Are you fluent in Portuguese 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 Portuguese and 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):
Spanish Language on top of Portuguese and English will be considered an advantage
• 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.