To provide a professional first point of contact for the Customer
* To accurately log all incidents/inquiries in a timely and effective manner
* Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/products utility program wherever possible
* Provide continual updates to the Customer and use internal escalation process when necessary in order to meet contractual and performance objectives
* To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions
* To resolve by himself/herself most of the incidents on all Services
* Document all troubleshooting and case management actions via the ticketing systems
* To ensure on time resolution, by escalating to the appropriated experts and management when necessary.
Skills and Qualifications
* Very good interpersonal and communication skills
* Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange
* Excellent customer skills and focus are required
* Ability to work under pressure and to deal with multiple tasks
* Preferred to have knowledge on delivered technologies:
* CCNA certified is a plus
* Fluent in both English & French is a plus
Educational background and Professional Experience
* B.Sc. Engineering, Telecommunications or Computer Science
- 0 -2 years of experience in similar scope
Customer Services & Operations
Regular
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innova…
1\. To provide a professional first technical point of contact for the customer . 2\. Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs. 3\. Provide updates as needed to the customer in order to meet performance objectives. 4…
## **About the role** 1\. To provide a professional first technical point of contact for the customer . 2\. Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs. 3\. Provide updates as needed to the customer in order to meet perfo…
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