Full-Time Consultant Support FAI

Consultant Support FAI

Support clients in a level 2 support chain.

Missions :

• Handle individual complaints from "Grand Public" and "Entreprises" for ADSL, FTTH access perimeters and associated services (VOIP, IPTV).
• Analyze, diagnose and resolve incidents with time constraints.
• Ensure customer satisfaction with relevant and detailed responses in minimum time.
• Ensure customer communication.
• Identify, diagnose malfunctions, incidents, service disruptions, and implement corrective measures.
• Check the completeness and progress of level 1 tickets.
• Support the customer service team and field teams at the first level.
• Accompany the end customer from start to finish until service restoration.
• Qualify tickets before escalation to expert level 3 services (analysis and diagnostics).
• Follow up on incidents: reminders, consolidation, trend analysis.
• Preventive action requests.
• Take user requests regarding malfunctions.
• Manage a team of technicians and implement operational procedures.

Qualifications:

• Bachelor's Degree (+2/+3/+5), all technical and non-technical specializations.
• Less than one year of experience.
• Previous experience in incident handling or in the Telecommunications sector is a plus (internships).
• Advanced communication level in French (C1).
• Skills: Rigorous, creative, curious, team player, and eager to develop skills in a dynamic environment. Enthusiastic about service-oriented roles and seeking an enjoyable work environment.

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