Job Description

about the role To prepare, analyze, deliver on time correct first time network performance reports and other agreed deliverables to Customer Service Manager & Directors. To monitor and evaluate usage and traffic management services To analyze the operation of customer\'s network and to report on Quality of Service To work on improvement plans with GCSC/CSM/VPO areas to incorporate in the Service Improvement Program as well as address Service Improvement Plan actions internally that have been agreed with CSM To account for compliance with Service Level Agreements (SLA) and provide feedback to Primary CSM To monitor service performance and track chronic cases and work towards resolution of these chronic cases To support the CSM by advising planned maintenance and how this would affect the supported customer To maintain the customer documentation fully up dated in the orange tools (GCDR, Clarify, Fileade etc) To actively assist in data integrity issues for the assigned customers. To produce the Root cause analysis report for the customer where required Primary point of contact within Orange Business Services, for all service reporting issues Attend regular customer service review meetings with CSM/CSD\'s/SSM\'s (monthly unless customer contract dictates otherwise): present and discuss reports provided, including measurements against Customer SLAs on Quality, Change, and Performance Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support. about you Knowledge and abilities Ability to engage with internal staff as required. Ability to work in a virtual team environment. Ability to identify problems and work to resolution as required. This role is toChina CSMs and customers, and require good language proficiency in Mandarin in speaking and writing. Education, qualifications, and certifications Degree / Diploma Holders with good Telecom / Data / IP Network knowledge. Excellent verbal & written communication skills in Mandarin language primary, and also in English Good knowledge of MS-Office, advanced Excel skills preferred Good knowledge in Power BI CCNA preferred Experience Minimum of 1.5-3 years related work experience in customer facing organizations within the telecom or IT industry. CCNA preferred additional information This role is toChina CSMs and customers, and require good language proficiency in Mandarin speaking and writing. department Global Delivery & Operations L\'ambition d\'Orange Business est de devenir l\'int grateur r seaux et num rique de r f rence en Europe, en nous appuyant sur nos forces autour des solutions de connectivit nouvelle g n ration, du cloud et de la cybers curit . Nos 30 000 femmes et hommes pr sents dans 65 pays, dont chaque voix compte, sont tous anim s par la m me d termination et le m me esprit d\' quipe, pour construire les solutions digitales d\'aujourd\'hui et de demain et cr er un impact positif pour nos clients, pour leurs salari s et pour la plan te. Nous offrons des opportunit s passionnantes gr ce des projets innovants dans la data et le digital, le cloud, l\'IA, la cybers curit , l\'IoT, ou encore le digital workspace etle big data. Venez vivre cette aventure avec nous!

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