Customer Service Technician

about the role
• Customer Signalisation (responsive mode)
• Reception and qualification
• Analysis of the customer's request by describing the incident in coherence with the elements of the contract using post it tool (with request for additional information if missing).
• Evaluate the importance of the incident to the customer and assigning the processing priority.
• Record Signaling in the OCEANE information system.
• 1st level analysis on tickets with priotities P3 P4*
• Voice Trouble Tickets: Analysis of the destination QoS, customer's traffic providers (tools: supnext, SPOT results).
• SIGTRAN trouble tickets: Verification of the state of ITP routers, IP links (tools: meteo, vision).
• Transmission trouble tickets: search routing of the link for analogy of a defect verification of the alarm history (tools: SERIA, Nestor QS).
• IP trouble tickets: link status, macroscopic routing, responsibility (tools: meteo, VISION.)
• Activation, follow-up and closing incidents
• Activation of the services concerned (INOC Voice Transmission, NOC ).
• Proactive information towards the customer as soon as relevant information is available during the incident until the customer confirms that the service has been re-established and the incident can be closed.
• Network Signalisation (proactive mode)
• Reception
• Network Signalisation (proactive mode)
• Reception
• Reception and analysis of network signaling, request from NTMC / NOC OTI the impact (via click run; Smile IP).
• If defect not-localized, ask customer for any Maintenance on his side/local incident.
• Information towards Customer
• Send a mail to customer with the beginning of the incident
• Regular updates during the incident
• Restoration time of incident after customer confirmation and service back to normal

about you
• Excellent customer relationship
• Technical Competencies on IC Investigation Products, Services and Tools (Voice, SS7, IP Transmission)*
• Knowing synthesize and report
• French a plus, but not necessary/ High proficiency in English
• Use office software Word, Excel, Access
• Strong Constructive spirit team spirit
• The CSCIW will provide training for job and products

additional information

PRINCIPAL MISSIONS
• Receive, qualify and analyze customer complaints then activate the teams concerned and follow up / pilot until the service is restored.
• Diagnostic level1 on all P3 and P4 tickets at the responsibility of the CSCIW.
• Inform the customer as soon as relevant information is available, during the incident until the confirmation of the resolution of the incident by the customer.
• Guarantee that the after-sales service is carried out in compliance with the IC contracts.

department

Hosted Staff - Wholesale

L'ambition d'Orange Business est de devenir l'intégrateur réseaux et numérique de référence en Europe, en nous appuyant sur nos forces autour des solutions de connectivité nouvelle génération, du cloud et de la cybersécurité.

Nos 30 000 femmes et hommes présents dans 65 pays, dont chaque voix compte, sont tous animés par la même détermination et le même esprit d'équipe, pour construire les solutions digitales d'aujourd'hui et de demain et créer un impact positif pour nos clients, pour leurs salariés et pour la planète.

Nous offrons des opportunités passionnantes grâce à des projets innovants dans la data et le digital, le cloud, l'IA, la cybersécurité, l'IoT, ou encore le digital workspace et le big data.

Venez vivre cette aventure avec nous

contract

Regular
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