The Technical Support Consultant will be part of a level 2 support team, responsible for handling customer complaints and providing expertise in network incident management.
In Short
Handle customer complaints for ADSL, FTTH, and associated services.
Analyze, diagnose, and resolve incidents under time constraints.
Ensure customer satisfaction with timely and relevant responses.
Communicate effectively with clients.
Identify and diagnose service disruptions and implement corrective measures.
Monitor the progress of level 1 tickets.
Support the customer service team and field teams.
Guide clients through the resolution process.
Qualify tickets before escalation to level 3 support.
Track incidents and analyze trends for preventive actions.
Requirements
Bac +5 degree in networks and telecommunications or IT development.
Less than one year of experience.
Advanced communication skills in French.
Strong analytical and problem-solving skills.
Ability to work in a dynamic team environment.
Creativity and curiosity in technical challenges.
Benefits
Diverse career paths and internal mobility opportunities.
Certified and diploma training programs.
Regular events promoting well-being and performance.