Customer Service Engineer

3 weeks ago

gurugram, India Orange Business Services Full time

about the role

¦ YOUR ROLE

¦ ¿ Within International Carriers, the Customer Support Center provides after-sales service for international customers (GAFAM internet players and Operators).

¦ Joining us is the opportunity to work in an international and multicultural environment, with a large exposure at the level of subsidiaries and international clients

¦ The technician is in charge of analyzing, controlling and restoring the voice, mobile , Optical transmission or IP incidents that will be assigned to him.

The technician is the link between the customer, the Orange technical teams and the suppliers.

PRINCIPLE MISSIONS

- Receive, qualify and analyze customer complaints then activate the teams concerned and follow up / pilot until the service is restored with the help of trouble tickets

- Diagnostic level1 and Level 2 on tickets as required.

- 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 after-sales service is carried out in compliance with the IC contracts


about you

¦KEY SKILLS REQUIREMENT TO WORK WITH CSC

Good network support knowledge and experience .
Service oriented, customer focused with good customer service skills .
Good networking/communications background .
Good interpersonal skills .
Good time management, organizational and communication skills .
Ability to work under pressure .
Ability to deal with multiple tasks .
Proactive, self motivated and determined attitude .
Problem solving skills .
Able to cover Flexible working hours/shift patterns as and when required (24*7).

Strong proven knowledge of the Network Operations environment, systems, protocols and services.

Excellent diagnostic and network troubleshooting skills.

Ability to understand, analyze and resolve problems quickly.

Good interpersonal skills and the ability to communicate effectively at all levels and with all nationalities and cultures.

Proactive attitude to use his/her initiative to react quickly, to work effectively in emergency situations under minimum supervision.

Self-motivated and capable to work within a strong team environment is essential. Must be fluent in English language. Possession of French language is an asset but not a key requirement.


additional information

RESPONSIBILITIES

Customer ticket acknowledgement (responsive mode)

 Reception and qualification

Analysis of the customer's request by describing the incident in coherence with the elements of the contract

o Evaluate the importance of the incident to the customer and assigning the processing priority.

o Record Signaling in the OCEANE- Ticketing information system.

- 1st and second level analysis on tickets

- Respond to all escalations on a timely manner in line with the Incident Handling Policy

- Provide updates to the customers per the Incident Handling guidelines. Updates include managing updates notifications, Email and Telephone communication.

- Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.

- Perform technical escalations in line with Incident Handling policy

Ensure incidents are routed to the proper next level/organization as part of the incident management processes

Key Technical Skills :

Working experience and knowledge of Local Area Networks

Wide Area Networks, Carrier Networks, different telecom hardware(cisco, juniper) and technology platforms

• Knowledge of working on SDH and DWDM Fiber optics network .

• Service assurance for high capacity IPLC (International Private Leased Circuit up to 100Gig capacity) P2P & IMPLS circuits in coordination of various national/international service providers & Undersea Submarine Cable System

Look after the Severity 1/ Critical catastrophic service Affecting Outages in the

Network (TNG/ANG (Lastmile Outages)/IPLC(SEA-ME-WE-4 )) and follow them up to

their resolution. This role consists of all major planned/unplanned activities of

backbone sites

Finding Reason of outages of potential and traffic outage related problems. Knowledge of IPSEC and GRX networks . Knowledge of Protocols BGP , OSPF , IS-IS . Strong knowledge of IP Transit network .

contract

Regular

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