The Customer Tech Support Expert is responsible for technical and overall
skills enhancement of the team.
Owns the technical incident resolution and change implementation withing the
team, works closely with stakeholders on enhancement of the technical delivery
provided by the team.
Key Activities & Deliverables:
* Acts as technical escalation level within the team
* Create, validate, and update technical documents and knowledge documents
* Technical knowledge and overall skills enhancement
* Coordinate with Run L2 Team for any performed or proposed changes to the service
* Align with Build Team on Design Changes, upgrades, and bug fixes
* Work closely with the Customer Service Desk & Support teams management for business and support related enhancements
* Own Complex and Major Incidents Technical Resolution part for Incident Management
* Work on complex changes and technical enhancement for Change Management
Education and Experience:
* Bachelor's degree in Engineering or equivalent experience
* 1-3 years' Customer Service Experience with Technical Background
* Certificate is a plus: Linux - Admin1, CCNA, AWS - Fundamentals
Technical Knowledge
* Technical experience with troubleshooting, diagnosing, and resolving problems
* Networks Knowledge Experience
* Windows or Linux Experience
* Broad knowledge of virtual environments & Cloud Computing (Open stack overview, Azure, AWS, etc...)
* Advanced knowledge /Certificate in different technology is a plus (Systems, applications, storage, backup, etc…)
Soft Skills and Abilities:
* Proficient English, and French is a must
* Clear Communication Skills with ability to use positive language
* Strong telephone etiquette skills
* Excellent customer service skills
* Knowledge of common concepts, practices, & procedures for end user technical support.
* Strong problem solving and research skills
Orange Cloud for Business
Regular
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