Orange recrute 01 Supervisor, Technical Corporate Accounts – TAM
orange
Egypte
Informatiques, Télécommunications
Supervisor, Technical Corporate Accounts – TAM
Ref : CEGY459 | 18 août 2020
Date limite de candidature : 18 sept. 2020
Orange egypt smart village – EgyptLeaflet
Votre rôleProduct scope:
supporting Data and internet services over the below connectivity.Leased Lines(Copper, Fiber and MSAN).3G / 4G connection.Microwave.VPNoADSL.Pre-WIMAX.Main Function , Duties and Responsibility:
Job descriptionSolving Strategic Enterprise customer problems affecting any of Orange Fixed provided services (Internet or data) through trouble tickets on different connectivity solutions (leased lines, Microwaves and 3G/4G) during support cycle from all core network side elements (ASRs , ERTs, CPRs, Cisco and Juniper routers, and CPE) in a manner that exceeds the customer expectations.
Owning and managing all Strategic Enterprise customer complex solutions and act as a reference for all internal teams.Managing change configuration requests triggered from customer side related to any modification needed for customer’s solutions from network side.Recommending and handling any modification in Strategic Enterprise customer setup from network side to enhance customer experience during support cycle.Act as a Reference and guidance for physical issues till problem solving (for all support team level starting from Senior supervisors, Supervisors up to junior engineers and Leads).Experience with Strategic Enterprise customer help support team members to speed up their job, understanding for customer solution, communication and achieve better mean time to repair (MTTR) During daily / routine function.Has a full privilege / access on All network tools and different routers levels ( core , CPE and edge ) that help in both direction (Internally with support team to see the same picture during TT and externally with the Strategic Enterprise customer communication and feedback). From other hand that save time, enhance MTTR and customer experience .Acting as a reference for Strategic Customer Premises Equipment (CPE) configuration such as Routers, modems, firewalls, Switches, voice gateways and wireless equipment.Interface with Core team to ensure the service availability and performance after operations.Escalate any critical technical problems during support cycles to help and recommend solutions.Coordinate with Network teams to change or replace up and running Strategic Enterprise customer configuration/hardware due to network topology/technology change.Handle MW support for strategic Enterprise customers.Facilitate and develop communication between Fixed Enterprise Support team and other internal teams AS (Call Center , sales, pre-sales, warehouse, transportation) during support cycle as well as escalating up to head department for other teams to speed up problem solution and guarantee customer satisfaction.Share the best practices with technical support teams to enhance the quality and efficiency of customer support cycle.Identify upcoming needs and corrective actions to reduce the risk/impact of similar future problems by recommending technical solutions.Review, edit, approve and send incident reports for Strategic Enterprise customers.Analyze and report operations performance to both Strategic Enterprise customer and top managementShare the best practices with other involved team (sales and presales ) teams to enhance the quality and efficiency of Strategic Enterprise customer support cycleAnalyze strategic enterprise customers trouble tickets to highlight repetitive problems and provide efficient solution to eliminate root cause and keep stabilityMonitor and audit any trouble tickets related to Strategic Enterprise customer to make sure that both technical/non-technical updates are informative.Escalate to Technical support manager any concerns/problems during support cycle which affect customer satisfactionCreate special workflows and SLA for Strategic Enterprise customer (if needed).Observe and compare strategic competitor’s operations cycle (WFs, portals, systems and etc.) and report it to Technical support manager.
Votre profilAt least 3 years of experience in ISP/Telecom industryPrevious professional experience in a customer work environmentCompétencesVery Good written & spoken EnglishVery Good Communication skillsProblem solving and Analytical skillsVery good Presentation & negotiations skillsTechnical certificates: CCIP is a MUST AND/OR JNCIS , JNCIP, CCNP and ITIL preferred
EntitéTechnology
Manage strategic enterprise customers’ accounts during support cycle from core network side including all network elements and making sure that customers are getting the best and the fastest support from all teams involved in the support cycle to guarantee the best service in the market.
ContratRegularPOSTULER
[subscribe]