about the role
To provide professional technical support to customers from Orange Business Services.
· Monitor and proactively respond and communicate to alerts and events detection, avoiding/mitigating services disruptions and business impacts to customers
· Register in an electronic ticket system any support information, intervention and interaction with Orange's customers, internal teams and partners
· Perform technical diagnostics and refer issues to correct entities to enable fixing actions of services and technologies from Orange
· Provide status and updates to customers in accordance with performance targets established according to internal procedures.
· Ensure the necessary engagement and support from responsible fixing agencies responsible for technical internvetions and service restoration
· Follow escalations guidelines observing company procedures to ensure all matters are handled with the right level of priority.
· To undertake any other reasonable task as assigned
Excellent customer skills are required.
· Relevant experience on technical support and customer facing roles in the technology/telecommunications industry.
· Good interpersonal and communication skills.
· Good time management, and organizational skills
· Actively collaborate with Team work to solve problem when appropriate.
· Commitment to perform tasks according to pre-defined processes.
· Ability to build relationships with peer and management levels both with clients and the company management
· Proactive, self-motivated and determined attitude.
· Computer skills and technology knowledge.
· Problem solving skills.
· Flexibility in terms of working hours.
· Proficient in English and Spanish language
The benefits of being Orange
Orange Business Services was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015. Since 2016, Orange has been awarded as the Top Employer Brazil. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees.
Because Orange Business Services hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:
- meal allowance
- transportation allowance
- life insurance
- medical plan
- dental plan
- birth benefit
Customer Services & Operations