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Job description / Role
About the role
- Provide technical point of contact for customers' incidents.
-Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams.
-Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.
-Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
-Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.
-Perform and own technical management escalations in line with company procedure and case excellence policy.
-Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service desk representative
Requirements
About you
- Excellent customer service skills
-Interpersonal and communication skills.
-Time management.
-Ability to work under pressure and deal with multiple tasks.
-Problem solving skills.
-Language skills
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.