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)

The primary function is to carry out troubleshooting for Voice service-related incidents for all Orange Wholesale products delivered over the Voice network with 24x7 responsibilities.

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 :

• Diagnosis and troubleshooting of Voice and VoIP related products and should have firm understanding of call flows, protocols and all relevant.
• Demonstrated knowledge of Free phone services - ITFS, UIFN, HCD & DID.
• Demonstrated knowledge of protocols (SIP, IN, RTP and RTCP, UDP/TCP) – SS7 , ISUP.
• Creating Trouble Tickets on Mail requests & Portal.
• Able to check the call flows of customer traces and should have clear understanding of the protocols Like SIP, SS7.
• Key interface with direct customer, NOC, field technicians, Switch Translation team, Expert team , Sales Team & Marketing - Destination Manager , Free Phone Team.
• Ownership for resolving Customer faults related to ASR, NER, ACD, CLI Issue, FAS , Dead Air , One Way Audio , DTMF , Spam Issue , Audio Quality issue ( MOS , R Factor, Jitter) , PDD, IVR , MSRN (MOC , MTC), Traffic loop , Audio Loop.
• Providing a professional interface to customers, acting as a Single Point of Contact for all their issues.
• Resolve or escalate faults as appropriate, according to product SLAs.
• Have full knowledge of customers bespoke networks and services.
• Would be an advantage experience with the vendors and associated equipment: Ribbon, SBC (Session border controller) .
• Able to demonstrate troubleshooting in the second level capability in Voip and TDM technologies.
• Experience in national/international call routing. (Working with carriers).
• Experience in Wireshark to analyse SIP traces, including RTP streams.
• Experience in working with global providers, NOC and 2nd Level teams. for technical issues.
• Participate in a 24/7 shift pattern.

Contract