About Us
Join us at Orange Business!
We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
About The Role
As a valued member of the Voice Customer Technical Support 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
- 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 tools
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
What We Offer
- Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
- Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
- Professional Development: training programs and upskilling/re-skilling opportunities.
- Career Growth: Internal growth and mobility opportunities within Orange.
- Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
- Reward Programs: Employee Referral Program, Change Maker Awards.
Only Your Skills Matter
Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
