Shaping tomorrow’s world
Orange Business Services, the B2B branch of the Orange Group, and its 22’000 employees, are focused on supporting the digital transformation of multinational enterprises across five continents. Orange Business Services is a technology integrator and a value-added service provider. The integrated technologies that Orange Business Services offer range from Software Defined Networks (SDN/NFV), Big Data and IoT, to cloud computing, unified communications and collaboration, as well as cybersecurity. Orange Business Services’ customers include over 3’000 renowned multinational corporations at an international level.
With main offices in Geneva and Zurich, Orange Business Services Switzerland reinforces its position to serve multinational customers based in Switzerland.
To complete our team, we are looking for a
Technical Suport Specialist
This role sits within the Customer Service & Operations business unit and is based in Zurich, Switzerland. Its main mission is to act as the primary point of contact for all incident related matters for assigned customer(s).
Job Purpose
• To provide support through the Service Excellence Process to the Customers, including processing of Customers Calls/Inquiries, incident opening, qualification and management, troubleshooting and resolution
• To be responsible for the management of both proactive and reactive cases ensuring a professional and consistent delivery of quality services to our Customers
key tasks and responsibilities
• To provide a professional first point of contact for the Customer
• To accurately log all incidents/inquiries in a timely and effective manner
• Diagnose fault-related cases both proactively and reactively by effectively utilizing software diagnostics and other network/products utility program wherever possible
• Provide continual updates to the Customer and use internal escalation process when necessary in order to meet contractual and performance objectives
• To coordinate with all the necessary internal departments or vendors to achieve incident resolution within SLA definitions
• To ensure 1st line resolution of incidents where possible for all Services
• Document all troubleshooting and case management actions via the ticketing systems
• To ensure on time resolution, by escalating to the appropriated experts and management when necessary.
Skills and Qualifications
• Very good interpersonal and communication skills
• Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange
• Excellent customer skills and focus are required
• Ability to work under pressure and to deal with multiple tasks
• knowledge on network and IT security technologies
CCNA certification is a plus
• Fluent in both English & German (French is a plus)
Educational background and Professional Experience
• University degree preferably in the area of IT/Telecommunications or an alternative technical background or technical experience
1 -2 years of experience in similar roles
.
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.
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