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RESPONSIBILITIES
Case management follow up and resolution
Acknowledge incidents within agreed SLA
Provide expert level technical support to ensure service delivery or service restoration
Transfer/Relay cases to other support entities for either remote or on-site intervention
Ensure that service level agreements are met for all requests delivery and incident resolution
Proactive monitoring for systems and solutions in order to ensure service availability for customers. Detect event that may cause service interruption and take remedial actions
Contribute in the handling and resolution of customer escalation
Understanding of standards and processes
Maintain and uphold Orange Business Services values
Act as customer, process and tools champions
Organize workshops for knowledge sharing and for the training of team members and Level 1 technicians
Customer and Relationship management
Provide appropriate solution, information or incident resolution actions to the customer or to Level 1 technician
To work closely with the IT CSM teams
Regular follow up with Level 3 teams
QUALIFICATIONS AND EXPERIENCE
SKILLS
Technical skills
Soft Skills
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