Job description / Role
About the role
• 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 incidents, ensuring a professional and consistent delivery of quality services to our Customers.
• 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 most of the incidents on all Services.
• To own the incident management from creation to resolution.
• Document all troubleshooting and incident management actions via the ticketing systems.
• To ensure on time resolution, by escalating to the appropriated experts and management when necessary.
Requirements
About you
• Very good interpersonal and communication skills.
• Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange.
• Excellent customer skills are required.
• Problem solving skills.
• Ability to work under pressure.
• Multitasking skills are required.
• Preferred to have knowledge on delivered technologies:
• CCNA certification is a plus
• Fluent in English.
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.