Customer Tech Support Expert at Orange
Location: Nasr City
– provide professional technical support for all Voice issues received
– provide updates to the customer as needed to meet performance objectives
– perform technical and management escalation in line with the company policy
– ensure cases are allocated to the most appropriate next level/organization as part of the case flow process
– liaise with other relevant departments, e.g. other GCSC’s, Field Operations, PTT, Vendors etc. as appropriate
– document all troubleshooting and case management actions via the electronic case management system
1. Perform 2nd/3rd level troubleshooting in all tickets related to Internetworks Problems Escalated by customer’s Service Desk/Incident Management in order to Fix the problems and find root cause for it , to maintain customer’s Network operations. Contacting vendors and following up until problem resolution.
2. Timely and High-Quality handling of all subcases dispatched.
3. Use all forms of training provided by Equant to keep up-to-date with existing and new services and technologies
4. Improvement of the OBS knowledge base.
5. Provide support to staff in relation to questions concerning Technical assistance , status of sub cases or existing processes for Genesys related issues.
6. Respond to Customer’s Technical enquiries.
- A minimum experience of 2 years in Genesys solutions related position is required
Technical Knowledge/ Skills/ Training required:
CCNA. Scope of technical expertise must include some the following Experience :
– good networking and communications background
– network, LAN/WAN topologies and protocols
– service oriented, customer focused with good customer skills
– ability to work under pressure
– ability to deal with multiple tasks
– proactive, self motivated and determined attitude
– good time management, organizational and communication skills
– good interpersonal skills
– flexibility in terms of working hours
– English and French language proficiency
– presentation/Report writing skills
– good office automation and PC literacy skills
Nice to have:
– fluency in another language
– IT/Software skills
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- Seniority Junior (1 to 3 years)
- Employer type Multinational Company
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- Address EG / Nasr City
- Employer Type Multinational Company