Technical Support Analyst

  • Location: Evere
  • Type: Perm
  • Job #19624

Location: Evere

Time type: Full time

Our client is the next generation telecom operator on the Belgian and Luxembourgish market and digital transformation is one of their strategic priorities. To carry this out, we are continuously investing in our talents to log into all of tomorrow’s challenges.

Do you want to help us make a difference for our clients customer experience?

Then you might be glad to know that we are looking for a passionate Technical Support Analyst to join thier Mobile Operations department within Customer Service Operations.

As Technical Support Analyst in their Mobile Operations department:

  • You proactively detect, analyze, and solve incidents related to transversal products, services, applications with possible impact on customers and you apply the appropriate priority and follow the notification process. You make sure that all issues are solved within the SLAs and with a minimum of impact for the end-users. The information will be shared to stakeholders and clients adequately.

  • You answer and solve up to 3rd level incoming questions and problems coming from the stakeholders on subjects related to technical issues/improvements impacting the product portfolio

  • According to the current escalation process, you escalate to management or peer-to-peer in case of financial risk, operational urgency or high impact.

  • You provide operational support as an Expert to the teams, and you actively seek for improvement opportunities with the different operational departments and external parties.

  • You participate to projects, changes and process enhancements where specific technical and operational expertise for Mobile products are required. You provide input and support to transversal projects in order to anticipate operational business impact.

  • Last but not least, you enhance, maintain or setup reporting, monitoring and dashboards based upon the stakeholder’s requirements.

     

 

Your profile

  • You have a Bachelor degree or equivalent through experience

  • Since we are working in a fast moving Telecom business, you are interested to develop and/or finetune your Mobile Technology skills

  • You possess strong analytical skills and you are comfortable working with Excel

  • You are a good presenter and you have good communication skills

  • “Priority management” and “Transversal collaboration ! “ are your daily moto !

  • In mindset and sometimes also in working hours you show a flexible attitude.

  • You communicate fluently in Dutch, French and English

 

Discover our offer!

You will be part of a fun and dynamic working environment where your contributions will be valued and where you will have every opportunity for personal development. Moreover, you can look forward to the following compensation and benefits package: a market competitive salary, bonus, mobility budget, meal vouchers, 32 holidays per year, pension provision, life assurance and accident cover, hospitalization insurance.

We believe that simple things do make a difference. Therefore, we also offer: 60% home working, use of a mobile phone, free mobile subscription, company restaurant,…

Provisioning representative

  • Location: EVERE
  • Type: Contracting
  • Job #19231

Customer Service Representative- Provisioning 

Contribute to our client's Consumer Services

Our client is a real challenger on the Telecom market and we are focusing on our digital image. To carry this out, we are looking for talent. Do you have skills in Social Media and community Management? Maybe your talent is the ones we are currently looking for!

Sounds good?

Then you might be glad to know that we are looking for a passionate Social Strategist to join the Brand and communication Department.

 

Log into the next step of your career!

 

Customer Service Representative

  • You are responsible for managing customer to activate fixed products,
  • You must respect of all contractual elements in terms of quality and lead times,
  • Involving a malfunction during the activation phase as reported by the customer,
  • You keep the customer informed on the progress of his/her case,
  • You implement reminder or escalation procedures Proactively.

 

Your profile

  • You have at least 1 year of relevant experiences,
  • You are very good communicator and with an assertive mindset,
  • You have good analytical skills,
  • You describe yourself as an autonomous worker and team player,
  • Has an ability to adapt yourself in any situation.
  • You are Dutch native speaker and has a Good knowledge of French and English

 

Discover our offer!

A dynamic working environment which is fully focused on digital transformation. Not only will your function be key,  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, 32 days off, meal vouchers, medical insurance, a company car, high-end smartphone as a free tariff plan.

 

Additional information: 

2 possible shifts every week: 8.30AM till 4.30PM and 9.30AM till 6PM –

Also there is work 1 Saturday every X weeks, the rotation is made within the entire team and it's ok to work from home.

 

Inspired? Then we would like to hear from you!

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

Apply now

Technical Support Mobile

  • Location: EVERE
  • Type: Contracting
  • Job #19230

Contribute to our customer's Belgium best customer experience !

Our customer is a bold challenger on the Belgian market. We count more than 3.3 million residential and B2B customers. We offer mobile, fix, internet & TV solutions on the Belgian market. As an innovative company focusing on the customer care, we are continuously investing in digital transformation in order to offer that extra mile for our customers.

Do you share our passion for all things digital? This way, we can log into all of tomorrow’s challenges. Maybe your talent could speed up our transformation even more.

Sounds good?

Then you might be glad to know that we are looking for an enthusiastic Technical Support Mobile. Maybe are you the skilled profile we are currently looking for!

Log into the next step of your career!

As Technical Support Mobile:

  • You assist all first line contact centers and coaches regarding technical questions, service providers to serve our customers in a better way.
  • You analyze, solve, dispatch and follow-up on all trouble tickets and mails, in collaboration with 2nd and 3rd level teams (internal or external)
  • You detect incidents related to transversal products, services, applications and prepaid billing with possible impact on customers and you apply appropriate priority & notification process.
  • Furthermore, you inform customers continuously on the status of their problem according to their segmentation (internal and external customers).
  • You collect relevant information in order to prepare efficient communication towards our customers, management, dealers, partners and operational teams (proactively alarms, planned interventions and retro-actively for example incidents) and you translate technical information into customer language
  • Last but not least, you support the launch of new products and services (Friendly User Test) and think pro-actively about the required support. Duty role

You have :

  • 1-2 years’ experience in a customer services environment.
  • Knowledge of contact center activities.
  • A strong interest in new technologies (Telco products, services, technical matters, GSM, data & Internet) and fast learning are assets.
  • Strong listening and communication skills.

You are:

  • In mindset and sometimes also in working hours you show a flexible attitude, because you will enter the ‘standby’ regime. You will also work once in a while on Saturday or Sunday.
  • You show your engagement by being an Orange Ambassador
  • You communicate fluently in Dutch, French and English
  • “Problem solving” and “Persuasiveness! “Are your daily moto!

Offer:

A dynamic working environment which is fully focused on digital transformation. Not only will your function be key,  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, 32 days off, meal vouchers, medical insurance.

 

Customer Excellence Representative (Webcare, Social Media)

  • Location: Evere
  • Type: Contracting
  • Job #18951

We are looking for a passionate Customer Excellence Representative to join our Customer Service Operations department.

 

Your key responsibilities:

  • As Customer Excellence Representative, you handle & coordinate the most complex complaints of dissatisfied customers coming from different channels (Social Media, Mediator, Press, Communities,…).

  • You offer consistent and customer-focused answers, within agreed SLA, to ensure customer satisfaction & engagement towards our company.

  • You act as an ambassador by promoting & defending Orange’s image & brand on Digital Channels and in all actions taken.

  • You participate to the digital evolution of Customer Support by sharing feedback, developing the chat & chatbot services and the promotion of the community

 

Are you the profile we are looking for?

  • You have experience in a customer service environment

  • You are analytical skills and have a problem solving mindset

  • You are digital savy and you have good knowledge of social media (Twitter, Facebook, Forum, Chat)

  • Communication has no secret for you: you possess excellent communication and writing skills

  • You are fluent in Dutch (speaking & writing – the written skills are very important) and you have a reasonable level of French (speaking & writing)

 

Why should you join us?

 

You will be part of a fun and dynamic working environment where your contributions will be valued and where you will have every opportunity for personal development. Moreover, you can look forward to a competitive compensation and benefits package.

 

Our Customer Service team works with shifts from Monday until Friday – between 8h & 17h30. We propose homeworking 50% of the time.