Votre rôle
The Voice Digital Coach is responsible for delivering comprehensive support to end-users utilizing digital tools. Key responsibilities include addressing customer queries, gathering feedback, suggesting improvements, guiding portal users through functionalities, and providing periodic support information and statistics to the Digital Product Owner and management.
The Digital Coach ideally should possess excellent communication skills, fostering trust with both internal and external digital users. Strong interpersonal and IT skills are essential to interpret customer needs from a technical perspective. Moreover, the Voice Digital Coach must effectively articulate ideas in a clear and understandable manner for all customers. This role demands an agile mindset, technical proficiency, and a positive attitude.
Job Duties:
- Receive and manage customer (internal and external) tickets through the ticketing system, emails, phone, email, or chat channels for resolution.
- Collaborate with various teams including product management, process owners, development, technical implementation, project management, and operational teams to resolve customer issues and ensure satisfaction.
- Analyze reported issues to identify their nature (portal, process, or service connectivity) and redirect them to the appropriate entity for resolution.
- Troubleshoot reported issues using various internal tools (Hookah, Gini, COMPASS, BTD Tools).
- Provide post-sales customer training sessions and quick demos based on individual customer needs.
- Manage incidents and document post-ticket resolution for analysis and reporting.
- Propose portal enhancements to the Digital Product Owner based on ticket analysis and customer feedback to enhance and simplify the user's digital journey.
- Collect and report process gaps and product malfunctions to Process Owners and Development teams.
- Generate quarterly FAQs for internal users, addressing repetitive issues and incorporating user feedback.
- Assist in organizing monthly training sessions for internal users coinciding with the release of each new sprint.
Votre profil
- Bachelor's Degree in Computer Engineering, Computer Science, Information Management Systems, Business Informatics, or equivalent.
- Minimum of 5 years experience in Customer Support within a Technical or IT-related field.
- Fluency in English and French is a must.
- Background knowledge in Voice services is highly desirable.
- Excellent communication and problem-solving skills.
- Agility and multi-tasking abilities.
- Data analysis and troubleshooting skills.
- Patience when handling customer frustration and/or repetitive support issues.
- Understanding of digital tools and web portals.
- Excellent command of Microsoft Office.
- Flexibility with working hours.
Le plus de l'offre
This role gives you the opportunity to enrich your expertise in Unified Communications knowledge, enhance your Project Coordination skills alongside customer handling ones. On the other hand, it gives you great exposure on Agile based projects and Scrum frameworks.
Entité
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business
Contrat
CDI
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