Customer Tech Sprt Expert ITSO
Orange
Cairo
منذ 13 يوم

about the role

Key tasks and responsibilities :

1- Customer support

  • Acting as main point of contact for customer escalations and critical issues
  • Leading customer Major Incidents and customer communication
  • Leading and planning periodic meetings and communication towards customer and account team
  • Accountable for Improvement plans for the customer post Major Incidents
  • Attending daily status incident call (DSR) with customer and all stakeholders
  • Responsible for daily information requests on incident status if failure in reporting in normal agreed channels.
  • 2- Incident Management process

  • Monitoring the actions performed by different teams that contribute to the resolution of customer incidents
  • Guiding and coaching the operational teams into following the process as required
  • Monitor process performance :
  • ensuring continuous monitoring of process KPIs to ensure the targets are met and that there are no SLA breaches.

    In case there is a risk of SLA breach or failure to achieve the target, then the incident manager should intervene to ensure the appropriate measures are taken by the operational teams and operation managers.

  • Representing incident management in service improvement plans whenever needed
  • Work closely with the team manager for business and support related decisions
  • 3- Incident analysis and trend analysis

  • Working with the data management teams to produce automated, periodic reports about the incident management activities in scope customer / line of business
  • Ensuring that incident reports are analysed and that there is an output from the analysis of each report.
  • Transforming the analysis performed into an action register
  • 1.Customer oriented mind-set

    2. Coaching and Leadership skills

    3. Ability to work under pressure

    4. Decision making capability in complex situations

    5. Analytical mind-set and solution driven

    6. Ability to communicate effectively and producing business reports.

    7. Team spirit and collaborative attitude

    8. Ability to lead and manage meetings and outcomes

    9. Ability to work in Matrix Management mode

    Qualifications :

    1.University degree in Computer sciences or telecommunications or similar field.

    2. Minimum 2 Years of experience in customer support.

    3. Good knowledge of the Orange Operational environment

    4. Good knowledge of IT Services and offers.

    5. Excellent command of English and French is a must

    6. ITIL Foundation certification is a plus

    Orange Cloud for Business

    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.

    Regular

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