Orange Business Services Hiring for Customer Service Technician at India Full Time

• Customer Signalisation (responsive mode)
• Reception and qualification
• Analysis of the customer’s request by describing the incident in coherence with the elements of the contract using post it tool (with request for additional information if missing).
• Evaluate the importance of the incident to the customer and assigning the processing priority.
• Record Signaling in the OCEANE information system.
• 1st level analysis on tickets with priotities P3 & P4*
• Voice Trouble Tickets: Analysis of the destination QoS, customer’s traffic & providers (tools: supnext, SPOT results).
• SIGTRAN trouble tickets: Verification of the state of ITP routers, IP links (tools: meteo, vision).
• Transmission trouble tickets: search routing of the link for analogy of a defect & verification of the alarm history (tools: SERIA, Nestor QS).
• IP trouble tickets: link status, macroscopic routing, responsibility (tools: meteo, VISION.)
• Activation, follow-up and closing incidents
• Activation of the services concerned (INOC Voice & Transmission, NOC Delhi…).
• Proactive information towards the customer as soon as relevant information is available during the incident until the customer confirms that the service has been re-established and the incident can be closed.
• Network Signalisation (proactive mode)
• Reception
• Network Signalisation (proactive mode)
• Reception
• Reception and analysis of network signaling, request from NTMC / NOC OTI the impact (via click & run; Smile IP).
• If defect not-localized, ask customer for any Maintenance on his side/local incident.
• Information towards Customer
• Send a mail to customer with the beginning of the incident
• Regular updates during the incident
• Restoration time of incident after customer confirmation and service back to normal

about you

• Excellent customer relationship
• Technical Competencies on IC Investigation Products, Services and Tools (Voice, SS7, IP & Transmission)*
• Knowing synthesize and report
• French a plus, but not necessary/ High proficiency in English
• Use office software Word, Excel, Access
• Strong Constructive spirit & team spirit
• The CSCIW will provide training for job and products

additional information

PRINCIPAL MISSIONS

• Receive, qualify and analyze customer complaints then activate the teams concerned and follow up / pilot until the service is restored.
• Diagnostic level1 on all P3 and P4 tickets at the responsibility of the CSCIW.
• Inform the customer as soon as relevant information is available, during the incident until the confirmation of the resolution of the incident by the customer.
• Guarantee that the after-sales service is carried out in compliance with the IC contracts.

department

Hosted Staff-WIN

contract

Regular