about the role
Provide technical point of contact for customers’ incidents.
Owns the resolution responsibility of the reported customer incidents either solely or with the help / intervention of other teams, keeping the customer or the Service desk representative duly and regularly informed.
Diagnose fault-related incidents
Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
Perform technical escalations to different Incident Management teams in line with company procedure and case / incident excellence.
Strictly perform escalations to the different Third Parties involved, in line with the agreements in place with them.
Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service desk representative.
excellent interpersonal and communication skills, to interact with internal / external customers
good time management and organizational skills
ability to work under pressure and deal with multiple tasks
Ability to work in alternated H24 / 7 shift
problem solving skills
excellent customer service skills
flexible, proactive and committed
Ability to build and maintain relationships at horizontal and vertical levels
Fluent Italian and English speaking, Spanish language at basic level
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.