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Technical Support Technician - Remote

Posted 13 weeks ago
Customer Service
Full Time
Worldwide

Overview

The Technical Support Technician 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 first-level field teams.
  • Guide the client through the resolution process.
  • Qualify tickets before escalation to level 3 experts.
  • Follow up on 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.

Benefits

  • Diverse career paths with internal mobility opportunities.
  • Certified and diploma training programs.
  • Regular events to combine well-being and performance.

Translated from French

ALTEN logo

ALTEN

ALTEN DELIVERY CENTER MOROCCO, a subsidiary of a global leader in engineering and technology consulting, was established in 2008 and operates in several Moroccan cities including Fez, Rabat, Tetouan, and Casablanca. With a workforce of over 2,300 consultants, ALTEN Morocco aims to expand to 3,100 consultants by the end of 2024, making it a significant player in the professional integration of engineers. The company supports industry leaders in their development strategies across various sectors such as automotive, rail, IT, R&D, and Telecom & Media. Employees at ALTEN Morocco benefit from diverse career paths, training programs, and regular events that promote well-being and performance.

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