Le rôle consiste à être le point de contact unique pour les vendeurs d’un réseau de distribution, en répondant à leurs demandes commerciales, logistiques et techniques. L'objectif est d'assurer une disponibilité constante et d'améliorer leur satisfaction en traitant rapidement leurs demandes ou en les redirigeant vers les bons services internes.
Responsabilités clés :
Gestion des demandes liées aux services mobiles : suivi des problèmes techniques et administratifs.
Gestion des demandes liées aux offres fixes : répondre aux questions sur les produits et suivre les requêtes en cours.
Gestion des vendeurs partenaires : activation des nouveaux vendeurs dans les outils internes et résolution des problèmes techniques.
Gestion des e-mails des vendeurs : traitement des demandes d’activation et des problèmes liés aux commandes.
Suivi des incidents : alerte au responsable en cas de problème.
Gestion des demandes de services rapides dans les délais définis par les engagements internes.
Gestion des demandes liées à l’énergie : suivi des activations et corrections des statuts de contrat.
Informations produits : fournir des renseignements de base sur les produits et tarifs des partenaires.
Interactions clés :
Équipes techniques et administratives : gestion des activations et des problèmes techniques.
Support interne : assistance sur les outils et processus d’activation.
Équipe commerciale : suivi des délais d’activation des contrats et résolution des anomalies.
Compétences et qualités requises :
Compétences analytiques : capacité à identifier et résoudre les problèmes rapidement.
Sens du service et écoute active : répondre aux besoins des vendeurs de manière efficace.
Esprit d’équipe et communication : interaction avec plusieurs services internes.
Orientation commerciale : compréhension des offres et services proposés.
Domaine d’expertise :
Expérience en service client et gestion des demandes.
Connaissance des processus internes et outils de gestion commerciale.
Capacité analytique pour résoudre des problèmes techniques et administratifs.
Notre client recherche un coordinateur opérationnel capable de gérer, prioriser et résoudre efficacement les demandes des vendeurs partenaires, tout en maintenant un haut niveau de satisfaction client.
Experis delivers a powerful blend of top-tier talent and expert solutions that propel success. We specialize in IT resourcing, project solutions, and managed services, empowering organizations to develop individuals and teams ready to thrive in the digital age.
Technical Support Engineer
As a Technical Support Engineer, you will troubleshoot, analyze, and resolve up to 2nd-level technical issues for business customers, high-impact residential users, and internal departments. Your expertise will focus on technical challenges related to fixed and mobile voice and data products.
Responsibilities
Analyze, resolve, and coordinate solutions for technical trouble tickets and emails, collaborating with 3rd-level internal or external teams to address complex, multi-domain, and multi-technology problems. Ensure all issues are resolved within SLA timelines with minimal end-user impact.
Escalate critical issues to management or technical teams in case of SLA breaches, operational urgency, financial risks, or significant impact, following established escalation protocols.
Detect incidents involving transversal products, services, or applications with potential customer impact, prioritizing and notifying stakeholders as appropriate.
Keep customers and relevant internal teams updated on issue status, adhering to service level agreements and customer segmentation.
Provide end-to-end technical expertise and support to other business departments during both build and run phases, proactively identifying and addressing potential or recurring structural issues.
Participate in duty roles as required.
Profile
Expertise in a technological domain or at least 5 years of experience in an IT or telecom environment within a large organization.
CCNA certification for fixed-line domains is a plus.
Strong analytical and problem-solving skills, with the ability to navigate complex, multi-technology issues.
Keen interest and affinity for emerging technologies.
Decision-making ability based on technical expertise.
Excellent communication and interpersonal skills, with a customer-oriented approach.
Team player who adapts well to changing situations and remains calm under pressure.
Flexibility to work shifts or participate in standby duties.
Proficient in Dutch, French, and English.
At Experis, we proudly refer to our IT consultants & freelancers as ambassadors because they truly embody our brand. Each day, they bring their expertise to world-class companies, consistently delivering outstanding results. When you join Experis, you benefit from more than just an attractive salary package:
Diverse Opportunities: Engage in varied assignments with state-of-the-art companies, both large and small.
Continuous Learning: Enhance your skills through personalized training paths and mentorship from your dedicated talent coach.
Career Development: Receive tailored advice to help you shape the career you've always envisioned.
Collaborative Environment: Enjoy working with great colleagues in a fun and supportive team atmosphere.
Become an ambassador for Experis and elevate your career while making a real impact.
