Consultant Support FAI

ALTEN

Employer Active

Posted 8 hrs ago

Experience

1 - 7 Years

Job Location

Morocco - Morocco

Education

Any Graduation

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Within the customer technical support team, you will be integrated into a level 2 support chain and will be responsible for support and expertise across all phases of network incident handling.

Missions :

  • Handle unitary complaints from the general public and businesses on ADSL and FTTH access perimeters and associated services (VOIP, IPTV, etc.)
  • Analyze, diagnose and resolve incidents under time constraints
  • Ensure customer satisfaction by providing relevant and detailed answers within minimum timeframes
  • Ensure customer communication
  • Identify and diagnose malfunctions, incidents, service interruptions and implement corrective measures
  • Check the 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 service is restored
  • Qualify tickets before escalation to Expert Level 3 services (analysis and diagnosis)
  • Track incidents: reminders, consolidation, trend analysis
  • Requests for substantive preventive actions
  • Receiving user requests following malfunctions: taking into account customer calls
  • Manage a team of technicians and implement operating procedures

Desired Candidate Profile

Graduate (e) Bac +2/+3/+5 with a specialization in networks and telecom or in IT development

You have an advanced level of communication in French B2 and above

You have initial experience in incident handling and if possible in the Telecommunications sector (e.g. Internet Service Providers).

Company Industry

  • Engineering Design & Consulting

Department / Functional Area

  • IT Software

Keywords

  • Consultant Support FAI

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ALTEN

ALTEN DELIVERY CENTER MOROCCO, a subsidiary of the world leader in engineering and technology consulting, created in 2008 and present in Fez, Rabat, Tétouan and Casablanca, currently has more than 2,300 consultants and is aiming for a center of excellence of 3,100 ALTEN consultants by the end of 2024. With more than 90 recruitments per month, ALTEN Morocco 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, rail, IT, R&D and Telecoms & Media.

Joining ALTEN MAROC means benefiting from:

  • Diversified professional paths with career opportunities, internal, sectoral, geographical and professional mobility.
  • Certified and diploma-based training courses.
  • Regular events to combine well-being and performance.

Read More

https://jobs.smartrecruiters.com/ALTEN/744000087614474-consultant-support-fai

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