About the role
• 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/herself most of the incidents on all Services
• Document all troubleshooting and case management actions via the ticketing systems
• To ensure on time resolution, by escalating to the appropriated experts and management when necessary.
about you
• Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange
• Preferred to have knowledge on delivered technologies:
• B.Sc. Engineering, Telecommunications or Computer Science
0 -2 years of experience in similar scope
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