Service Desk Analyst

1 semana atrás

Rio de Janeiro, Brasil Orange Tempo inteiro

To provide a professional second level technical support for problem reported by customers
- Diagnose fault-related cases by effectively utilize software diagnostics and other network/product utility programs.
- Provide updates as needed to customers in order to meet performance objectives.
- To ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process
- To perform technical escalations in line with company procedures.
- To monitor systems, customer networks and products, and deal with alerts and events as appropriate.
- To liaise and refer issues to correct/relevant entities e.g. other Operations, PTT, IOC and other Vendors as appropriate
- Document all troubleshooting and a case management actions via the electronic case management system.
- To undertake any other reasonable task as assigned

Other (if applicable):

- Shift work may be required.

**about you**:
Excellent customer skills are required.
- At least relevant technical experience or customer support experience in the telecommunication industry.
- Good interpersonal and communication skills.
- Good time management, and organizational skills
- Ability to work under pressure.
- Ability to deal with multiple tasks.
- Team work, uses a team approach to solve problem when appropriate.
- A determination to process tasks according to pre-defined processes is essential.
- Ability to build relationships with peer and management levels both with clients and the company management
- Proactive, self-motivated and determined attitude.
- Problem solving skills.
- Tenacity.
- Flexibility in terms of working hours.
- Portuguese Fluency (mandatory)
- Proficient in English.(Spanish language may be required)

**additional information**:
**The benefits of being Orange**

Orange Business was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015. Since 2016, Orange has been awarded as the Top Employer Brazil. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees. And since 2015, Brazil has been recognized by the Gender Equality & Diversity for European and International Standard Certification.

Because Orange Business hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

- Medical plan
- Dental plan
- Life insurance
- Meal allowance
- Transportation allowance
- Bonus plan
- Gympass
- Day care
- Private pension fund
- Birthday gift (day off)
- Give a day, get a day (day off)
- Maternity Leave (6 months)
- Paternity Leave (15 days)
- Orange Employee Solutions (psychological and legal assistance)
- Shiatsu
- Labor gymnastic Teleworking Reimbursement

**contract**:
Regular

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