Orange Business is 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.

Overall description: 

To act as an operational point of contact on support service for customer / global business owner contacts throughout other

Interlock with all relevant internal teams to provide precise and up to date information to customer with regards to priority incidents and major changes

Take ownership to ensure the agreed quality of service is always delivered to the customer

Ensure contracts requirements and deliverables are respected for the customer

Advise the customer on resource and technological optimization

Customer relationship management

Provide appropriate solution, information or incident resolution actions to the customer

Establish and maintain excellent relationship with customer w.r.t information sharing and follow up of requests/incidents

Ensure customer satisfaction following service delivery or incident resolution

Understanding of standards and processes

Abide by the job processes and rules: Customer relationship methodology, phone usage, recording of all customer interactions

Maintain and uphold Orange Business Services values

Ensure compliance with good practices and organization policies

Understanding of standards and processes

Abide by the job processes and rules: Customer relationship methodology, phone usage, recording of all customer interactions

Maintain and uphold Orange Business Services values

Ensure compliance with good practices and organization policies

Operational Excellence

Ensure all relevant documents for customers are up to date, COG, Dashboards, SIP etc

Ensure prompt and quality interactions (eg. Escalations) to all stakeholders to pursue customer interest

Encourage customer to use digital tools and channels wherever possible

Self-Development

Increase competency level via self-assessment, and active participation to trainings

Bilingual – English & French written and spoken

Knowledge:

Expert on MSOffice Software Suite: Word, Excel, Outlook etc

Good knowledge of Cloud technology

Good Knowledge on Storage technology

Good Knowledge on Security technology, Firewall, router, IDS etc

Good Knowledge on network protocols (TCP-IP, SMTP/POP, DNS, Proxy etc.)

Good Working experience in Operating Systems – Windows/Linux/Redhat

Abilities:

Good communication skills

Good time management, and organizational skills

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

Ability to build relationships with peers and management and customers.

Proactive, self-motivated and determined attitude

Flexibility in terms of working hours.

Need a willingness to learn and expand knowledge

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, 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.