about the role
The BTD Support Expert supports the Voice Implementation issues for the new Business Talk Digital tool, It's a new Concept as this position will lead and manage any incident that may happen during any new implementation for a new Business Talk Order
Who will do :
End user support for all involved teams ( VSTM, VPOCM and VTDT) as well as BTD customers.
Providing support and initial troubleshooting of portal issues. Qualifying the issue reported and re-directing them to concerned teams if necessary.
Examples : portal issue, system issue, usage issue, billing issues or in rare cases API issues). This does not include voice service faults, which will be reported in the usual support chain.
Providing user guidance and training to all concerned entities. provide answers to the FAQ and present the tool to the concerned teams ( demonstration )
Gathering of information about repeated issues and user feedbacks to be conveyed to project team.
He will have to be trained on all aspects about the portal. They need to be familiar of :
Portal technical setup and who is managing what
BT and BTLVS process per country and specificities in handling every country
Role and responsibilities of each team involved.
The different applications and interfaces with the BTD (GINI, GRP, Machx, CIS, Pricing Portal, Billing, SIU )
Work with Level3, Engineering, Product managers, Process owner to fix any issue with the tool
Work with BTD migration team to solve and support the migration
Must have :
B.Sc. Engineering, Telecommunications or Computer Science
minimum 3 years of experience in the fields of Telecommunication and Networking
Customer Service and Telecommunications experience, highly desirable
customer service oriented
flexibility to work with different cultures and hours, team player , communication, Leadership skills, Prioritization and Balance
Very well organized and have time management skills as well as Organization and planning
Very good knowledge of Voice Services
Fluent in English
Scrum master certified is a plus
Ability to :
Communicate, Present and organize Remote / face to face with customer / Product / Process team meeting
Work with remote teams to support any new UC services
Manage any issue with the new UC services
Understand New Voice Solutions and Digital tools
Understand all problems with the Digital tool and help to get them solve
Customer Services & Operations
Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.
Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.