Job offer: Support consultant – Alten
Job title: Support Consultant
Company: Alten
Description: Company description ALTEN DELIVERY CENTER MAROC, Subsidiary of the world leader in engineering and technology consulting created in 2008 and present in Fez, Rabat, Tetouan and Casablanca, today has more than 2,300 consultants and is aiming for a center of excellence of 3,100 ALTENian consultants by the end of 2024. With more than 90 recruitments per month, ALTEN Maroc is now a major player in the professional integration of engineers. We support our clients, industry leaders in their development strategies in the fields of automotive, railway, IT, R&D and Telecoms & Media.Job descriptionPosition:Within the customer technical support team, you will be integrated into a level 2 support chain and will be in charge of support and expertise across all phases of network incident processing. Your main missions are:
Handle “General Public” and “Business” unit complaints on ADSL, FTTH access perimeters and associated services (VOIP, IPTV.), Analyze, diagnose and resolve incidents with time constraints, Ensure customer satisfaction by providing relevant and precise responses within minimum delays, Ensure customer communication Identify, diagnose malfunctions, incidents, service interruptions and implement corrective measures, Check the correct completeness and progress of level 1 tickets, Provide support to the customer service team and first level field teams, Support the end customer from start to finish until the service is restored. Qualify tickets before escalation on Expert level 3 services (analysis and diagnosis). Monitor incidents: Use the incident database: reminders, consolidation, trend analysis. Requests for substantive preventive actions. Welcoming user requests following malfunctions: taking into account customer calls. Manage a team of technicians and implement operating procedures.
Qualifications Profile sought:
Bac +2+3 +5 graduate with a specialization in networks and telecoms or IT development, You have an advanced level of communication in French and you have initial experience in incident handling and if possible in the Telecoms sector (e.g. Internet Service Providers). Additional information You are rigorous, creative, curious and you like working in a team and developing your skills in a dynamic environment. You are interested in service professions and you want to evolve in a friendly environment, join us!
Salary :
Location: Fez – Meknes
Date: Sat, 08 Jun 2024 22:48:36 GMT
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