Esc L1 Voice Incident Management

1 week ago

مصر, Egypt Orange Business Services Full time

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

**about you**:
Must have:

- 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

**additional information**:
Orange Business Services is an Equal Opportunity Employer. We are committed to a diverse workforce and do not discriminate on the basis of age, gender, race, ethnic origin, sexual orientation, gender identity or gender expression, religion/belief, national origin, marital status, disability or veteran status.

**department**:Customer Services & Operations

**contract**:Regular

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