Customer Service Technician

5 days 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, follow-up 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 re-established 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 not-localized, 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 after-sales service is carried out in compliance with the IC contracts.

**Contract**:
Regular

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