Remote Otter LogoRemoteOtter

Technical Support Technician - Remote

Posted 14 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 interruptions 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 to service restoration.
  • Qualify tickets before escalation to level 3 experts.
  • Track incidents and analyze trends for preventive actions.

Requirements

  • Degree Bac +2/+3/+5 in networks and telecom or IT development.
  • Advanced communication skills in French.
  • Experience in incident management, preferably in the telecom sector.
  • Strong analytical and problem-solving skills.
  • Ability to work in a dynamic team environment.

Benefits

  • Opportunity to work in a major engineering and technology consulting firm.
  • Dynamic and friendly work environment.
  • Professional development opportunities.
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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