OK

Customer Tech Support Agent - Telephony End User Desk

ref : 554104 | 29 mai 2019

date limite de candidature : 27 août 2019

Moka Road, Rose Hill, Mauritius - Ile Maurice

votre rôle

Overall description :

Within the Telephony End User Desk, you'll have the following responsabilities:

  • Provide appropriate solution, information or incident resolution actions to the customers.
  • Analyse requests (end user assistance or minor change) or incidents which are received via various multimedia channels (phone, mail, web, etc), record cases in CRM/ticketing systems and carry relevant tests to ensure a good diagnostic
  • Understand the various usage of the product/solution by the customer.
  • Proactive monitoring for systems and solutions in order to ensure service availability for customers. Detect event that may cause service interruption and take remedial actions
  • Ensure that service level agreements are met for all requests delivery and incident resolution
  • Transfer/Relay cases to other support entities for either remote or on-site intervention
  • Contribute in the handling and resolution of customer escalations
  • Understanding of standards and processes
  • Abide by the job processes and rules
  • service desk and phone usage, recording of all customer interactions, etc.
  • Maintain and uphold Orange Business Services values

votre profil

Abilities:

  • Excellent customer facing skills are required
  • Good time management, and organizational skills
  • Team work, uses a team approach to solve problem when appropriate.
  • A determination to process tasks according to pre-defined processes is essential.
  • Ability to build relationships with peers and management levels and customers.
  • Proactive, self-motivated and determined attitude.
  • Flexibility in terms of working hours.
  • Ability to work under pressure & multi-task, using a team approach to solve problem when appropriate
  • Results orientated, and problem solving skills.
  • Troubleshooting and incident resolution

le plus de l'offre

Education, qualifications, and certifications

  •      Minimum: Diploma in IT or Telecommunications

entité

Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.


contrat

CDI

Orange Business Services

top employer MU-2019

en savoir plus sur nos  étapes de recrutement