Description de l'offre
about the role
· To monitor and evaluate usage and traffic management services
· To generate, analyze and present (deliver monthly,weekly & daily network performance reports to Customer Service Manager (as per agreed deadline)
· To analyze the operation of customer’s network and to report on Quality of Service
· To work on improvement plans with GCSC/CSM/VPO areas to incorporate in the Service Improvement Program as well as address Service Improvement Plan actions internally that have been agreed with CSM
· To account for compliance with Service Level Agreements (SLA) and provide feedback to Primary CSM
· To monitor service performance and track chronic cases and work towards resolution of these chronic cases
· To support the CSM by advising planned maintenance and how this would affect the supported customer
· To maintain the customer documentation fully updated in the orange tools (GCDR, Clarify, Fileade etc)
· To actively assist in data integrity issues for the assigned customers
· To produce the Root cause analysis report for the customer where required
· Ability to engage with internal staff as required.
· Ability to work in a virtual team environment.
· Ability to identify problems and work to resolution as required
· Degree / Diploma Holders with good Telecom / Data / IP Network knowledge.
· Excellent verbal & written communication skills in French & English language
· Good knowledge of MS-Office.
· Minimum of 1.5 - 3 years related work experience in customer facing organizations within the telecom or IT industry.
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.