Consultant Support FAI

ALTEN

Employer Active

Posted on 17 Oct

Experience

1 - 3 Years

Job Location

Morocco - Morocco

Education

Diploma

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

You will be led to:

  • Handle individual complaints to the general public and businesses regarding ADSL and FTTH access areas and associated services (VOIP, IPTV, etc.),
  • Analyze, diagnose and resolve incidents with time constraints,
  • Ensure customer satisfaction by providing relevant and detailed answers within minimum timeframes,
  • Ensure customer communication
  • Identify and diagnose malfunctions, incidents, service interruptions and implement corrective measures,
  • Check the completeness and progress of level 1 tickets,
  • Provide support to the customer service team and first-level field teams,
  • Support the end customer from start to finish until service is restored
  • Qualify tickets before escalation to Expert Level 3 services (analysis and diagnosis).
  • Track incidents: Use of the incident database: reminders, consolidation, trend analysis. Requests for in-depth preventive actions.
  • Receiving user requests following malfunctions: taking customer calls into account.
  • Manage a team of technicians and implement operating procedures.

Desired Candidate Profile

Qualifications:

  • Graduate of a Bac +2/+3 /+5 with a technical or non-technical specialization.
  • A first experience in incident handling
  • Knowledge of the Telecoms sector (e.g. Internet Service Providers) would be a plus

Language skills:

  • French: advanced communication level

Company Industry

  • Telecom
  • ISP

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Consultant Support FAI

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ALTEN

ALTEN DELIVERY CENTER MOROCCO, a subsidiary of the world leader in engineering and technology consulting, founded in 2008 and present in Fez, Rabat, Tetouan and Casablanca, now has more than 2,300 consultants and is aiming for a center of excellence of 3,300 ALTEN consultants by the end of 2027. ALTEN Morocco is now a major player in the professional integration of engineers. We support our clients, industry leaders, in their development strategies in the fields of automotive, rail, IT, R&D and Telecoms & Media.

Joining ALTEN MAROC means benefiting from:

  • Diverse professional paths with career opportunities, internal, sectoral, geographical and professional mobility.
  • Certified and diploma-granting training courses.
  • Regular events to combine well-being and performance

Read More

https://jobs.smartrecruiters.com/ALTEN/744000088262441-consultant-support-fai

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