**Votre rôle** -------------- * To provide a professional first point of contact for the Customer * To accurately log all incidents/inquiries in a timely and effective manner * Diagnose fault\-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/products utility program wherever possible * Provide continual updates to the Customer and use internal escalation process when necessary in order to meet contractual and performance objectives * To coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA definitions * To resolve by himself/herself most of the incidents on all Services * Document all troubleshooting and case management actions via the ticketing systems * To ensure on time resolution, by escalating to the appropriated experts and management when necessary. **Votre profil** ---------------- Very good interpersonal and communication skills * Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange * Excellent customer skills and focus are required * Ability to work under pressure and to deal with multiple tasks * Preferred to have knowledge on delivered technologies: * CCNA certified is a plus * Fluent in both English \& French is a plus **Le plus de l'offre** ---------------------- * Global opportunities: Work in multi\-national teams with the opportunity to collaborate with colleagues and customers from all over the world * Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working) * Professional development: training programs and upskilling/re\-skilling opportunities * Career growth: Internal growth and mobility opportunities within Orange * Caring and daring culture: health and well\-being programs and benefits, diversity \& inclusion initiatives, CSR and employee connect events * Reward programs: Employee Referral Program, Change Maker Awards **Entité** ---------- Global Delivery \& Operations Orange Business 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 **Contrat** ----------- CDI