Customer Tech Support Agent
Navi Mumbai, India Infra / Networks / Telecom
Job description
about the role
The Customer Support Technician ensures good customer service relationship for the client portfolio within his/her perimeter in accordance with the company's procedures and with a constant concern for customer satisfaction.
Ensure timely incident management and support requests towards our end users (verbal and written) on following perimeters:
Events management, Incidentmanagement , Support request management , User creation management , Communication Management as per client needs, client follow-up within Orange, provide needful and useful informations and support business functionalities of applications and platforms ( Lean Inventory Mgt , Availability , SPIC , IPLAN , Cross-functional reports,etc. )
Continuous improvement of service quality.
Contributes in transversal projects and provides constructive feedback for quality service improvement by reporting to direct report or through participation in commitees , weekly steercos and sharing sessions with experts and peers.
Contributes in new hire professional development
Transmission of know-how and proper coaching regarding large client account and their specificities. Provide help, support and guidance to new comers and junior staff
Ensure good customer relationship and implement best practices and improvement plans onto day-to-day operations
To provide necessary support in handling of escalations
about you
Execellent communication skills
Excellent customer facing skills are required
Good time management, and organisational skills
Team work, use of a team approach to solve problems when appropriate.
A determination to process tasks according to pre-defined processes is essential.
Ability to build relationships with peers and management levels and customers.
Proactive, self motivated and determined attitude.
Flexibility in terms of working hours.
Ability to work under pressure & multi-task, using a team approach to solve problem when appropriate
Results orientated, and problem solving skills.
Willingness to learn and expand knowledge
Incident resolution
Problem analysis and problem solving
additional information
IT Proficient: MS Office Software Suite: Word, Excel, Outlook + CCNA( plus ) + SQL/DB ( plus )
Good written and spoken Communication skills.
Customer Relationship Management.
Knowledge of Service Level Agreements for Support Chain
IT Knowledge would be an advantage.
department
Customer Services & Operations
Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
contract
Regular