Company : Orange Business Services Location : Evere Brussels From : Talent BE
You are able to solve problems in a minimum amount of time communicating by phone or in written.
For every issue, you provide a technical customer impact analysis to set the appropriate priority and communicate blocking issues to Service and Account ManagersFurthermore, you are the point of contact for all internal and external partners to ensure centralized communication concerning customer incidents.
You trigger and follow up Management or Technical Escalations in case of technical crisis.
You inform customers continuously and proactively of the status of the problem in respect of the customer service levelYou ensure and follow up SLA and push for a short MTTR (Mean Time To Repair) to reduce customer impact in order to meet the contractual service commitments.
You also challenge the TMC (Technology Management Centre) teams on proposed solutions and estimated MTTR.
If needed, you establish conference calls in order to coordinate and synchronize the different stakeholders.Last but not least, you transfer your knowledge to your colleagues and update regularly work methods in order to maintain a high quality level of knowledge and expertiseYour profile:
You are at ease defining priorities under pressure and within fixed processesYou have a good general technical knowledge in TCP/IP protocol, Fixed Access (IPVPN, Corporate Internet) and IP network troubleshootingIn your customer centricity, you communicate fluently in Dutch, French and EnglishYou are able to apply rigorously the appropriate methods for the resolution of incidentsYou are flexible in working hours and shifts (in case of escalation or high business impact) OrangeBusinessServices EvereBrussels
