Voice Digital Coach

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.

The Voice Digital Coach is responsible for delivering comprehensive support to end-users utilizing digital tools. Key responsibilities include addressing customer queries, gathering feedback, suggesting improvements, guiding portal users through functionalities, and providing periodic support information and statistics to the Digital Product Owner and management.

The Digital Coach ideally should possess excellent communication skills, fostering trust with both internal and external digital users. Strong interpersonal and IT skills are essential to interpret customer needs from a technical perspective. Moreover, the Voice Digital Coach must effectively articulate ideas in a clear and understandable manner for all customers. This role demands an agile mindset, technical proficiency, and a positive attitude.

 

Job Duties:

• Receive and manage customer (internal and external) tickets through the ticketing system, emails, phone, email, or chat channels for resolution.  
• Collaborate with various teams including product management, process owners, development, technical implementation, project management, and operational teams to resolve customer issues and ensure satisfaction.
• Analyze reported issues to identify their nature (portal, process, or service connectivity) and redirect them to the appropriate entity for resolution.
• Troubleshoot reported issues using various internal tools (Hookah, Gini, COMPASS, BTD Tools).
• Provide post-sales customer training sessions and quick demos based on individual customer needs.
• Manage incidents and document post-ticket resolution for analysis and reporting.
• Propose portal enhancements to the Digital Product Owner based on ticket analysis and customer feedback to enhance and simplify the user's digital journey.
• Collect and report process gaps and product malfunctions to Process Owners and Development teams.
• Generate quarterly FAQs for internal users, addressing repetitive issues and incorporating user feedback.
• Assist in organizing monthly training sessions for internal users coinciding with the release of each new sprint.

ABOUT YOU

• Bachelor's Degree in Computer Engineering, Computer Science, Information Management Systems, Business Informatics, or equivalent.
• Minimum of 5 years experience in Customer Support within a Technical or IT-related field.
• Fluency in English and French is a must.
• Background knowledge in Voice services is highly desirable.
• Excellent communication and problem-solving skills.
• Agility and multi-tasking abilities.
• Data analysis and troubleshooting skills.
• Patience when handling customer frustration and/or repetitive support issues.
• Understanding of digital tools and web portals.
• Excellent command of Microsoft Office.
• Flexibility with working hours.

You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.

• 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.

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.