about the roleTo provide support through the Service Excellence Process to IBO Customers, including processing of Customers Calls/ Inquiries, incident opening, qualification and management, troubleshooting and resolution.To be responsible for the management of both proactive and reactive incidents, ensuring a professional and consistent delivery of quality services to our Customers.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 most of the incidents on all Services .. To own the incident management from creation to resolution.Document all troubleshooting and incident management actions via the ticketing systems.To ensure on time resolution, by escalating to the appropriated experts and management when necessary.about youVery good interpersonal and communication skills.Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange.Excellent customer skills are required.Problem solving skills.Ability to work under pressure.Multitasking skills are required.Preferred to have knowledge on delivered technologies:CCNA certification is a plusFluent in English.additional informationEducational background and Professional Experience:B.Sc. Engineering, Telecommunications or Computer Science.(0 -2) years of experience in similar scope.contractRegular
