Voice Digital Coach

6 months ago


مصر, Egypt Orange Business Full time

**About the role**:
The Voice Digital Coach is responsible for delivering comprehensive support to end-users utilizing digital tools. Key responsibilities include addressing customer queries, gathering feedback, suggesting improvements, guiding portal users through functionalities, and providing periodic support information and statistics to the Digital Product Owner and management.

The Digital Coach ideally should possess excellent communication skills, fostering trust with both internal and external digital users. Strong interpersonal, technical, and IT skills are essential to interpret customer needs from a technical perspective. Moreover, the Voice Digital Coach must effectively articulate ideas in a clear and understandable manner for all customers. This role demands an agile mindset, technical proficiency, and a positive attitude.

**_ Job Duties:_**
- Analyze reported issues to identify their nature (portal, process, or service connectivity) and redirect them to the appropriate entity.
- Troubleshoot reported issues on various tools (Hookah, Gini, LOIS, CIS, Webadmin, BTD Tools).
- Support customers in portal usage by conducting quick demos when necessary.
- Provide proactive customer support based on portal automated alerts.
- Update the incidents tracker with all opened tickets and detailed information.
- Gather customer feedback and communicate it to our Portal Product Owner.
- Collect and report process gaps and product malfunctions to PPO, SLM, and DEV teams.
- Generate FAQs for internal users quarterly, addressing repetitive issues and user feedback.
- Assist in organizing monthly training for internal users with the release of each new sprint. ¿

**About you**:

- Bachelor's Degree in Information Management Systems, Business Informatics, or equivalent.
- Minimum of 2 to 4 years of experience in Customer Support within a Technical or IT-related field.
- Fluency in English and French is a must.
- Background knowledge in Voice services is highly desirable.
- Excellent communication and problem-solving skills.
- Agility and multi-tasking abilities.
- Data analysis and troubleshooting skills.
- Patience when handling customer frustration and/or repetitive support issues.
- Understanding of digital tools and web portals.
- Excellent command of Microsoft Office.
- Flexibility with working hours.

**Additional information**:
This role is under the Digital Experience Office - ESC - Build Collaboration & Solutions.

**Contract**:
Regular



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