Technical Support Engineer

Excited to grow your career?

Contribute to Orange Belgium’s B2B Customer Experience department

Orange is a bold challenger on the Belgian telecom market. We are an innovative company focusing on the quality of the experience that we want to propose to our customers. To carry this out, we are looking for experienced talents. Do you have skills in Technical support for B2B clients? Maybe are you the skilled profile we are currently looking for!

Sounds good?

Then you might be glad to know that we are looking for a passionate Technical Support Engineerto join our B2B Department

What will you do?

• In a duty role, you follow up and coordinate the resolution of customer incidents related to ORANGE fixed B2B convergent products & services, applications and network elements respecting committed customer service KPIs and SLAs.
• You are able to solve problems in a minimum amount of time communicating by phone or in written. For every issue, you provide a technical customer impact analysis to set the appropriate priority and communicate blocking issues to Service and Account Managers
• Furthermore, you are the point of contact for all internal and external partners to ensure centralized communication concerning customer incidents. You trigger and follow up Management or Technical Escalations in case of technical crisis. You inform customers continuously and proactively of the status of the problem in respect of the customer service level

• You ensure and follow up SLA and push for a short MTTR (Mean Time To Repair) to reduce customer impact in order to meet the contractual service commitments. If needed, you establish conference calls in order to coordinate and synchronize the different stakeholders.

Your profile:

• You are at ease defining priorities under pressure and within fixed processes
• You have a good general technical knowledge in TCP/IP protocol, Fixed Access and IP network troubleshooting. VoIP knowledge is an asset.
• In your customer centricity, you communicate fluently in Dutch, French and English
• You are able to apply rigorously the appropriate methods for the resolution of incidents
• You are sufficiently autonomous, proactive and independent to work in a continuously changing environment.
• You are flexible in working hours and shifts (in case of escalation or high business impact)

Discover our offer!

You will work in a dynamic working environment! Not only will your function be key for our Customer experience, you will also be part of professional hotspot with a highly innovative vibe. As a result, you will develop your full potential by working with highly skilled colleagues and through continuous training. Moreover you can look forward to the following compensation and benefits package: a market competitive salary, performance bonus, meal vouchers, group and hospitalization insurance, high-end smartphone as a free tariff plan.

Inspired? Then we would like to hear from you!

If there’s a match in the making, we’ll invite you for a first interview.