Customer Service Technician

2 weeks ago


India Orange Business Full time

About the role:

  • 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, followup 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 reestablished 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 notlocalized, 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 aftersales service is carried out in compliance with the IC contracts.

Contract:

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