Customer Tech Support Agent

Job description

about the role

The Customer Support Technician ensures good customer service relationship for the client portfolio within his/her perimeter in accordance with the company's procedures and with a constant concern for customer satisfaction.

 

Ensure timely incident management and support requests towards our end users  (verbal and written) on following perimeters:

Events management, Incidentmanagement , Support request management , User creation management , Communication Management as per client needs, client follow-up within Orange, provide needful and useful informations and support business functionalities of applications and platforms ( Lean Inventory Mgt , Availability , SPIC , IPLAN , Cross-functional reports,etc. )

 

Continuous improvement of service quality.

Contributes in transversal projects and provides constructive feedback for quality service improvement by reporting to direct report or through participation in commitees , weekly steercos and sharing sessions with experts and peers.

Contributes in new hire professional development

Transmission of know-how and proper coaching regarding large client account and their specificities. Provide help, support and guidance to new comers and junior staff

 

Ensure good customer relationship and implement best practices and improvement plans onto day-to-day operations

 

To provide necessary support in handling of escalations

about you

Execellent communication skills

Excellent customer facing skills are required

Good time management, and organisational skills

Team work, use of a team approach to solve problems when appropriate.

A determination to process tasks according to pre-defined processes is essential.

Ability to build relationships with peers and management levels and customers.

Proactive, self motivated and determined attitude.

Flexibility in terms of working hours.

Ability to work under pressure & multi-task, using a team approach to solve problem when appropriate

Results orientated, and problem solving skills.

Willingness to learn and expand knowledge

Incident resolution

Problem analysis and problem solving

additional information

IT Proficient: MS Office Software Suite: Word, Excel, Outlook + CCNA( plus ) + SQL/DB ( plus )                    

Good written and spoken Communication skills.

Customer Relationship Management.

Knowledge of Service Level Agreements for Support Chain

IT Knowledge would be an advantage.

department

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.

contract

Regular