Technical Support Technician - Remote

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.