Full-Time Consultant Support FAI

Consultant Support FAI

Job Description

As part of the client technical support team, you will be integrated into a level 2 support chain and will be responsible for support and expertise throughout the network incident handling process.

1. Handle individual complaints from "General Public" and "Businesses" regarding ADSL, FTTH access perimeters and associated services (VOIP, IPTV).
2. Analyze, diagnose and resolve incidents with time constraints.
3. Ensure customer satisfaction by providing relevant and accurate responses within the shortest possible timeframe.
4. Ensure customer communication.
5. Identify, diagnose malfunctions, incidents, service interruptions and implement corrective measures.
6. Verify the completeness and progress of level 1 tickets.
7. Provide support to the customer service team and to the field teams of the first level.
8. Support the end-user throughout the process until service restoration.
9. Qualify tickets before escalation to expert level 3 services (analysis and diagnostics).
10. Monitor incidents: follow-ups, consolidation, trend analysis.
11. Request preventative actions.
12. Handle user requests due to malfunctions: process customer calls.
13. Manage a team of technicians and implement operational procedures.

Qualifications:

• Graduate degree (Bachelor's +2/+3/+5) with a technical specialization (networks and telecommunications or IT development) or non-technical (Economics and Management, Logistics).
• Less than one year of experience.
• Previous experience in incident handling or in the telecommunications sector is a plus (internships).
• Advanced French communication skills (C1 level).
• You are rigorous, creative, curious, and enjoy working in a team and developing your skills in a dynamic environment.
• Customer service roles interest you and you are looking to evolve in a friendly environment.

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