Job closed
Job description / Role
About the role
As a valued member of the L1 Integrated Solutions Team, your role serves a critical purpose as the first professional touchpoint for our customers. Your key responsibilities include proficient troubleshooting and conducting initial technical investigations. Additionally, you will play a pivotal role as a bridge connecting diverse stakeholders, which encompasses Level 2 and Level 3 operational teams, voice implementation units, and other pertinent internal or external collaborators as necessary. With ownership of end-to-end incident management, your role ensures the seamless closure of incidents while fostering robust collaboration among stakeholders to guarantee exceptional customer satisfaction.
Job duties:
- Provide a professional first point of contact for the customer.
- High level of troubleshooting: validate, confirm, and resolve the events occurred.
- Provide initial technical investigation through monitoring customer's infrastructure (messaging & security products), supporting customer's digital voice services, Microsoft Teams solutions, and access management.
- Provide updates as needed to Level 2 operational team to meet performance objectives.
- Performing technical escalations in line with company procedure.
- Document all troubleshooting and case management actions via the electronic case management system.
- Participate in Crisis Bridge to keep the business updated.
- Coordinate and circulate information between stakeholders.
- Analysis and dispatch of the "Changes" submitted by the customers.
- Implement the simple changes requested according to the SLA committed with the best
- possible quality.
- Follow the Change Management processes and procedures.
- Activate the Level 2 support according to the in place process for any technical issue
- Escalate any issue to the hierarchy.
- Coordination/feedback on the changes in strong relationship with the customer.
- Managed service change tool configuration for any customer.
- Digital certificates creation and troubleshooting.
- Creation and modification of Customer Care Service and authentication.
- Mapping applications and access through the tool.
Requirements
About you
Skills:
- Bachelor's Degree in Computer Science / similar technical background
- 0 - 2 years of experience in a customer facing role
- Fundamental knowledge in Networks or Voice Systems is highly preferrable
- Focused, organized, detail-oriented and able to multi-task in a dynamic, fast-changing environment.
- Good communication and presentation skills.
- Excellent transversal coordination, facilitation skills.
- Demonstrates Cooperation & teamwork.
- Results oriented.
- Agile mindset and flexible.
- French proficiency is a plus
Department
Global Delivery & Operations
Orange Business 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.
About the Company
Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.