Cust Request Coordinator - Sr

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.

1.2.1 Call Desk activities
¿ Handle calls in a professional manner
¿ Ability to analyse the customer’s request and identify proper course of action
¿ Incident ticket creation if and when required
¿ Applying DHD process workflow on tickets received
¿ Report to DHD expert team in case of issue
¿ Follow-up with DHD expert team and French TSC on cases
1.2.2 Monitoring activities
¿ Monitoring of DHD logger to ensure no tickets are left unattended
¿ Handle checklisting activities
1.2.3 First level support
¿ Support Field engineers and customers for service requests, regulary providing updates of status
¿ Ensure configuration/migration on backbone and customer sites remotely for activation of customer services.
¿ Verification of router,switches and network nodes configurations and correct where required as per perimeter and
engineering rules.
¿ Ensure customer acceptance tests are performed successfully.
¿ Ensure Supervision of equipment is activated/deactivated where required.
¿ Update SI tools (Service Information) after each operation performed
¿ Appropriately categorize, prioritize and escalate incidents and service requests which resolution is not found
¿ Ensure resolution is performed within the defined SLA levels
¿ Escalation follow-up with DHD Expert team
1.2.4 Reporting and Communication
¿ Ensure DHD logger tickets are filled correctly
¿ Communication on Incident progress and resolution
¿ Communication of amendmends required to Knowledge base (Wiki)
¿ Assist training dispensed from DHD Expert team

Knowledge:
• Information Technology
• Networking knowledge
• Proper call handling process
• Customer relationship management
• Data network equipment and architectures (DSL, Fibre, MAN Ethernet, Frame Relay.)
• Knowledge of Lan technologies and Routing Protocols is a must (Ethernet, IP, QOS, VoIP/ToIP, Wifi, RIP, EIGRP,OSPF,.)
• At least 1 year of experience in related field
Abitilities:
• Sharp Troubleshooting skills
• Exemplary time management, organizational and communication skills.
• Excellent customer service skills are required.
• Proactive, self motivated and determined attitude.
• Professionalism.
• Ability to work under pressure on 24/7 basis and to multi-task.
• Tenacity and willingness to learn.
• Ability to build good relationships with local and overseas teams.
• Good interpersonal, team bonding and leadership skills.
• Good IT/communications background and problem solving skills.
• Flexibility relative to working hours

 

 

You bring rigor, passion for challenges, and determination. You seek the opportunity to expand your expertise, achieve your goals, and thrive.

• 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.