To provide support through the Service Excellence Process to IBO Customers, including processing of Customers Calls / Inquiries, incident opening, qualification and management, troubleshooting and resolution
To be responsible for the management of both proactive and reactive cases ensuring a professional and consistent delivery of quality services to our Customers
key tasks and responsibilities
To provide a professional first point of contact for the Customer
To accurately log all incidents / inquiries in a timely and effective manner
Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network / products utility program wherever possible
Provide continual updates to the Customer and use internal escalation process when necessary in order to meet Contractual and performance objectives
To coordinate with all the necessary internal Departments or vendors to achieve fault resolution within SLA definitions
To resolve by himself / herself most of the incidents on all Services
Document all troubleshooting and case management actions via the ticketing systems
To ensure on time resolution, by escalating to the appropriated experts and management when necessary.
Very good interpersonal and communication skills.
Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange.
Excellent customer skills and focus are required
Ability to work under pressure and to deal with multiple tasks
Preferred to have knowledge on delivered technologies :
CCNA certified is a plus
Fluent in English
B.Sc. Engineering, Telecommunications or Computer Science
0 -2 years of experience in similar scope
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.
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