Orange offers a job opportunity as a Customer Tech Support Expert within the customer service and operations department at the company's headquarters in Egypt.
Eligibility Criteria:
- The applicant should have a Bachelor's degree in Telecommunications Engineering or Computer Science.
- Experience in the IT field: 0-2 years.
Required Skills:
- Very good interpersonal and communication skills.
- Able to understand complex Customer infrastructure and a good understanding of Services proposed by Equant.
- Excellent customer skills and focus are required.
- Ability to work under pressure and to deal with multiple tasks.
- Preferred to have network background and knowledge.
- Preferred to have knowledge in any of the following technologies: firewalls, proxies, Zscaler, active directory, skype for business, Microsoft exchange.
- CCNA certification.
- Fluent in both English & French.
Responsibilities:
- Provide support throughout the case excellence process to IT Services Customers, including the processing of customer calls/inquiries, case opening, qualification and management, troubleshooting and resolution.
- Responsible for the management of both proactive and reactive cases.
- Provide a professional first point of contact for the customer.
- 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 another network/product utility programs wherever possible.
- Provide continual updates to the customer and use the internal escalation process when necessary in order to meet contractual and performance objectives.
- Coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions.
- Resolve by himself/herself most of the incidents on all IT Services supported by the team (SMTP, Exchange, Skype for business, security equipment, …).
- Document all troubleshooting and case management actions via the ticketing systems.
- Ensure on-time resolution, by escalating to the appropriated experts and management when necessary.
About
Orange S.A., formerly France Télécom S.A., is a French multinational telecommunications corporation. It has 256 million customers worldwide and employs 95,000 people in France, and 59,000 elsewhere. It is the tenth-largest mobile network operator in the world and the fourth largest in Europe after Vodafone, Telefónica, and VEON. In 2015, the group had revenue of €40 billion. The company's head office is located in the 15th arrondissement of Paris. The current CEO is Stéphane Richard. The company is a component of the Euro Stoxx 50 stock market index. Orange has been the company's main brand for mobile, landline, internet and IPTV services since 2006. It originated in 1994 when Hutchison Whampoa acquired a controlling stake in Microtel Communications during the early 1990s and rebranded it as "Orange". It became a subsidiary of Mannesmann in 1999 and was acquired by France Télécom in 2000. The company was rebranded as Orange on July 1, 2013.
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