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.

• Provide comprehensive support to IBO Customers via the Service Excellence Process, including handling customer inquiries, incident and change management, troubleshooting, and resolution

• Manage both proactive and reactive incidents, ensuring consistent and high-quality service delivery to customers

• Serve as the primary point of contact for customers, delivering professional assistance and support

• Accurately log all incidents and inquiries promptly and efficiently

• Diagnose fault-related cases using software diagnostics and other relevant tools, aiming for proactive resolution

• Keep customers updated on the status of their inquiries and incidents, escalating internally when necessary to meet performance objectives

• Collaborate with internal departments and vendors to expedite fault resolution within defined SLAs

• Independently resolve most incidents across all services, taking ownership of incident management from creation to resolution

• Document all troubleshooting and incident management activities systematically using ticketing systems

• Ensure timely resolution of incidents by escalating to appropriate experts and management as needed

Skills Required:

1. Excellent interpersonal and communication skills to effectively engage with clients and internal teams
2. Ability to comprehend complex customer infrastructure and a strong understanding of services offered by Orange Business
3. Exceptional customer service skills to address client needs and ensure satisfaction
4. Proficient problem-solving abilities to identify and resolve issues promptly
5. Capability to perform effectively under pressure and manage challenging situations
6. Strong multitasking skills to handle multiple tasks concurrently
7. Fluency in English to communicate proficiently with diverse stakeholders

Preferred Skills:

• CCNA certification is a plus, demonstrating a foundational understanding of networking principles and technologies

Educational Background and Professional Experience:

• B.Sc. Engineering, Telecommunications or Computer Engineering
• (0 -2) years of experience in similar scope

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.