Job Opportunities in Romania
October 3, 2024
Orange Romania
București
Customer Support Engineer
Tip job:
Nedeterminat
Număr Post:
IZAL425964
Localitate:
Bucuresti
Companie:
Orange Services SRL
Dată limită:
29/11/2024
How would you like to work in IT, toying with cutting edge technologies and enjoying your life? At Orange Services, it’s possible!
As one of the largest IT Hub within Orange Group, we are working internationally for both Orange corporate functions and country operations. Through a unique combination of know-how and expertise, our teams provide a broad range of IT & Business Solutions.
Come closer to #Life AtOrange!
What we’re looking for
Customer support engineer - Punct unic de contact pentru incidente si operatiuni planificate, coordonarea incidentelor, rezolvarea incidentelor simple, pentru serviciile operate de catre departamentul SSPO ( Shared Services and Platform Operations).
What you’ll be doing
- Procesarea tuturor informatiilor care vin catre SSPO si care au legatura cu operatiuni planificate, incidente, cereri de informatii, indiferent de canal (tool-uri de ticheting agreate, e-mail, telefon) astfel incat o rezolutie / raspuns sa fie trimis in cel mai scurt timp (conform contractelor agreate cu clientii)Punct unic de intrare pentru toti Afiliatii Orange (SMC-uri si TMC-uri locale) si pentru alte TMC-uri din Orange in legatura cu incidente tehnice, plangeri de la clienti si operatiuni planificate (toate avand legatura cu serviciile operate de SSPO)
- Intelegerea si punerea in practica a proceselor si procedurilor operationale
- Verificarea informatiilor specifice din tooluri agreate pentru diferite proiecte (portaluri, agregatori de loguri, tooluri de ticheting etc) pentru determinarea statusului serviciilor operate de SSPO
- Rezolvarea incidentelor de o simplitate mica si medie prin: testarea functionalitatilor si performantei aplicatiilor; executarea unor scripturi; aplicarea unor proceduri pentru a putea adapta/ajusta anumiti parametri conform specificatiilor si cererilor clientilor.
- Comunicarea cu echipele implicate in investigatia incidentelor (atat echipe tehnice din SSPO, cat si echipe operationale din zona clientilor/partenerilor/vendorilor) cu scopul de a colecta informatii relevante si complete in vederea pregatirii informarilor eficiente catre clienti, management, parteneri si echipe operationale ( alarme, interventii planificate, incidente ) si traducerea jargonului tehnic in limbaj prietenos cu destinatarii informarilor (inclusiv persoane non-tehnice)
- Documentarea tichetelor in care se logheaza plangerile cu toate informatiile relevante pentru problema respectiva (actualizari primite in alte tooluri de ticheting, informari noi din e-mail-uri, comunicari primite din tooluri de notificare ale clientilor/partenerilor/vendorilor etc)
- Crearea (in cazul in care nu exista) si actualizarea tuturor informatiilor importante in paginile din Knowledge Database/portaluri/sharepoints cu scopul de a oferi transparenta intregii echipe pe actualizarile existente de contacte/proceduri/mod de lucru
- Analizarea si procesarea datelor istorice despre incidente cu scopul de a identifica problemele recurente si de a propune imbunatatiri pentru imbunatatirea calitatii serviciilor
- Asigura un mod de lucru eficient cu clientii/partenerii/vendorii/echipele interne printr-o comunicare completa cu scopul de a minimiza timpul de investigatie pentru restaurarea calitatii serviciilor in cazul incidentelor
- Alte responsabilitati/activitati desemnate de catre managerul echipei sau activitati ce au legatura cu obiectivele si activitatea echipei
What you need to know/have
- Bune competente de comunicare, atat in cadrul echipei cat si in relationarea cu clientii
- Capacitatea de a urmari indeaproape evolutia unei probleme pana la rezolvarea ei
- Abilitatea de a stabili si mentine relatii, atat in cadrul echipei, cat si in cadrul departamentului si cu clientii
- Orientare catre client
- Orientare spre rezultate
- Lucru in echipa
- Limbi straine : Engleza nivel avansat, Franceza nivel incepator
- Competente Specifice: Cunostinte de ITIL Cunostinte high-level din zona IT si Telecom Cunostinte de Service/Project Management reprezinta un avantaj
- Competente Specifice: Educatie si Experienta: Student in an terminal sau absolvent al facultatilor specializate in Informatica / Inginerie/ Telecom cu cel putin un an de experienta in IT sau Telecom.
What’s in it for you
- Performance Bonuses – based on your results & the company’s;
- Loyalty Bonuses, if you extend your stay;
- Electronic Meal Tickets - as you imagine;
- Medical & Life insurance for you - facilities for your family, too;
- #WFH & Flexible hours;
- Professional GSM subscription;
- Personal GSM subscription, also [because we believe in communication!];
- Special grants on Smartphones & devices; discounts for Orange products & services;
- Development Platforms - Orange Learning, Trainings, Career Counselling, Coaching & Career plan mentoring;
- Wellbeing Programs – we support your Zen;
Orange Services is about bringing together people and technology.
Come & work for a #Top Employer company. You could be part of an organization where great colleagues and team spirit support your professional development.
Apply and let’s have a talk.
At Orange, you can.
We encourage all candidate profiles, regardless of gender, age, race, citizenship, ethnicity, color, language, religion, social origin, genetic traits, sexual orientation, permanent or temporary disability, nationality, political choice, social category or social origins, situation or family responsibility, belonging to a disadvantaged category, membership or trade union activity.
Latest Job Opportunities
October 19, 2024
Genpact
Customer Service - Senior Process Associate-Spanish-Remote EMEA.
Cluj-Napoca
OTHER
View Details
October 19, 2024
Genpact
Customer Service - Senior Process Associate-French-Remote EMEA.
Cluj-Napoca
OTHER
View Details
October 19, 2024
Genpact
Customer Service - Senior Process Associate-Italian-Remote EMEA.
Cluj-Napoca
OTHER
View DetailsSimilar Jobs
October 11, 2024
Emerson
Internship Customer Service Representative with Spanish
Cluj-Napoca
OTHER
View Details
October 8, 2024
Genpact
Customer Service – Process Associate - French – Hybrid Cluj
Cluj-Napoca
OTHER
View Details
New Jobs from This Company
October 19, 2024
Orange Romania
Reprezentant Vanzari Orange Shop Parklake Bucuresti
București
OTHER
View Details
October 19, 2024
Orange Romania
Reprezentant Vanzari Orange Shop Ploiesti P-ta Victoriei
Ploiești
OTHER
View Details