Incident Management Specialist

Há 3 dias


Rio de Janeiro, Rio de Janeiro, Brasil Orange Business Tempo inteiro
Job Summary

We are seeking a skilled Incident Management Specialist to join our team at Orange Business. As a key member of our Global Delivery & Operations team, you will be responsible for providing technical support and resolving customer faults in a timely and professional manner.

Key Responsibilities
  • Conduct initial diagnostics and undertake basic fault diagnostics to resolve customer faults.
  • Provide a professional first point of contact for customers and ensure effective communication throughout the case management process.
  • Diagnose and/or repair basic and medium complexity fault-related cases using software diagnostics and network/product utility programs.
  • Ensure cases are allocated to the most appropriate 'next step' as part of the case flow process.
  • Perform technical escalations in line with company procedure.
  • Monitor systems, customer networks, and products, and deal with alerts and events as appropriate.
  • Liaise and refer issues to relevant entities, such as other teams, vendors, or partners.
  • Document all troubleshooting and case management actions via the electronic case management system.
Requirements
  • Excellent customer service skills and ability to work in a fast-paced environment.
  • Good interpersonal and communication skills, with the ability to work effectively with customers, colleagues, and management.
  • Good time management and organizational skills, with the ability to prioritize tasks and meet deadlines.
  • Ability to work under pressure and deal with multiple tasks simultaneously.
  • Teamwork and problem-solving skills, with the ability to use a team approach to solve complex problems.
  • A determination to process tasks according to pre-defined processes and procedures.
  • Ability to build relationships with peer and management levels, both with clients and company management.
  • Proactive, self-motivated, and determined attitude, with a willingness to learn and develop skills.
  • Good PC skills and application knowledge, with proficiency in English and Portuguese.
Benefits

As a valued member of our team, you will enjoy a comprehensive benefits package, including:

  • 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 + 1.5 year of teleworking)
  • Paternity Leave (15 days + 5 months and 15 days of teleworking)
  • Orange Employee Solutions (psychological and legal assistance)
  • Shiatsu
  • Labor gymnastic
  • Teleworking Reimbursement


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