ref : 554082 | 30 mai 2019
date limite de candidature : 30 août 2019
Moka Road, Rose Hill, Mauritius - Ile Maurice
To deal with Reactive or Proactive Incidents or any other customer requests that are raised via Customer's Portal, Monitoring tools or Phone
To ensure proper qualifications of incidents and their impacts for the client
To establish a first level of diagnosis and transfer the ticket/activate ticket to other entity where appropriate
As owner of the incident you will be responsible to ensure that the contractual commitments (SLAs) are respected by coordinating the intervention of the different actors/entities
To ensures proper and regular customer communication throught the different stages of the ticket and untill ticket closure
To be able to prioritize ticket in order to guarantee the maintenance of a client's specific commitments (respect of service contracts)
To handles specific operating operations specific to the IT domain
To ensure all internal processes are followed and respected when dealing with Incidents, Alarms or any other customer requests
To provide in depth diagnostic of incidents.
To identify any additional needs of clients, and communicates them to the Customer's Internal Account Manager
To contribute to customer loyalty, and the development of the image of Orange Business Services.
Description Type : Skill Profile
Description ID : Skill Profile
Visibility : Internal and External
Fluent in both French and English (oral and written).
Excellent customer oriented skills.
Good interpersonal and leadership skills.
Time management, organizational and communication skills.
Proactive, self motivated and determined.
Ability to build relationships with clients and team located outside Mauritius
Curiosity and Motivations for change
Analytical spirit, diagnose and propose solutions.
Good Knowledge of Unix/Linux and windows
Good Knowledge of TCP IP, SMTP/POP3, DNS, Proxy, etc
Good knowledge of Networking and Cybersecurity
Ability to work under pressure and to deal with multiple tasks.
Good IT/communications background with analytic and problem solving skills.
Excellent PC skills and application knowledge.
Ability to work 24/7
Excellent team spirit
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.
Orange Business Services
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