Customer Support Engineer

Locul de muncă: Str. Gara Herastrau, Nr. 4, Sector 2, Bucuresti

What we're looking for:

Customer Support Engineer – Single point of contact for incidents and planned operations, incident coordination, resolution of simple incidents, for the services operated by the SSPO department (Shared Services and Platform Operations).

What you'll be doing:

• Processing all information received by SSPO related to planned operations, incidents, and information requests, regardless of the channel (approved ticketing tools, email, phone), ensuring a resolution/response is provided as quickly as possible (according to client contracts).
• Single point of entry for all Orange Affiliates (local SMCs and TMCs) and other TMCs in Orange related to technical incidents, customer complaints, and planned operations (all linked to services operated by SSPO).
• Understanding and implementing operational processes and procedures. Verifying specific information in approved tools for different projects (portals, log aggregators, ticketing tools, etc.) to determine the status of services operated by SSPO.
• Resolving low and medium complexity incidents by testing functionalities and application performance, running scripts, and applying procedures to adjust parameters as per client specifications and requests. Communicating with teams involved in incident investigations, both technical SSPO teams and operational teams from clients/partners/vendors, to gather relevant information for effective communications to clients, management, partners, and operational teams (alerts, planned interventions, incidents), and translating technical jargon into user-friendly language (including non-technical individuals).
• Documenting tickets for complaints with all relevant information (updates from other ticketing tools, new information from emails, notifications from clients/partners/vendors, etc.).
• Creating (if not already available) and updating important information in the Knowledge Database/portals/sharepoints to provide transparency to the team on existing contacts/procedures/working methods.
• Analyzing and processing historical incident data to identify recurring issues and propose improvements for service quality enhancement.
• Ensuring effective work processes with clients/partners/vendors/internal teams through complete communication to minimize investigation time and restore service quality in case of incidents.
• Other responsibilities/activities assigned by the team manager or related to the team's objectives and activities.

What you need to know/have:

• Good communication skills, both within the team and in client interactions.
• Ability to closely follow the progress of an issue until it is resolved.
• Ability to establish and maintain relationships, both within the team and across departments, as well as with clients.
• Customer-oriented.
• Results-oriented.
• Foreign languages: English – Advanced level; French – Beginner level
• Specific Skills: Knowledge of ITIL;
• High-level knowledge in IT and Telecom;
• Service/Project Management knowledge is an advantage;
• Education and Experience;
• Student in the final year or graduate of specialized faculties in Computer Science, Engineering, or Telecom, with at least one year of experience in IT or Telecom

What's in it for you

• Performance Bonuses– based on your results & the company's
• Loyalty Bonuses, if you extend your stay
• Electronic Meal Tickets
• Medical & Life insurance for you - facilities for your family, too
• Professional GSM subscription
• Personal GSM subscription, also [because we believe in communication]
• Special grants on Smartphones & devices; discounts for Orange products & services
• Development Platforms - Orange Learning, Trainings, Career Counselling, Coaching & Career plan mentoring
• Wellbeing Programs – we support your Zen

Orange Services is about bringing together people and technology.

Come & work for a #TopEmployer company. You could be part of an organization where great colleagues and team spirit support your professional development.

Apply and let's have a remote-talk.

At Orange, you can.