ALTEN

Consultant Support FAI

ALTEN

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇲🇦 Morocco

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Job Level

Mid-LevelSenior

Tech Stack

VoIP

About the role

  • Handle individual "Consumer" and "Business" complaints across ADSL, FTTH access domains and associated services (VoIP, IPTV)
  • Analyze, diagnose and resolve incidents under time constraints
  • Ensure customer satisfaction by providing relevant and accurate responses within minimal timeframes
  • Manage customer communications
  • Identify and diagnose malfunctions, incidents, service interruptions and implement corrective measures
  • Verify the completeness and progress of level 1 tickets
  • Provide support to the customer service team and first-level field teams
  • Support the end customer end-to-end until service restoration
  • Qualify tickets before escalation to Expert level 3 services (analysis and diagnosis)
  • Track incidents: follow-ups, consolidation, trend analysis
  • Request long-term preventive actions
  • Receive user requests following malfunctions: handle customer calls
  • Lead a team of technicians and implement operational procedures

Requirements

  • Degree: Bac +2/+3/+5 with a technical specialization (Networks and Telecom, Software or Industrial Development) or non-technical (Business Management)
  • Less than one year of experience
  • Previous experience in incident handling or the Telecom sector is a plus (internships)
  • Advanced communication level in French (Minimum B2)
Benefits
  • A personalized and progressive career path
  • An ambitious skills development policy
  • A stimulating, collaborative and meaningful work environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
incident handlingADSLFTTHVoIPIPTVtrend analysisticket qualificationservice restorationdiagnosismalfunction identification
Soft skills
customer satisfactioncommunicationteam leadershipproblem-solvingtime managementanalytical skillsoperational procedure implementationcustomer communicationsupportfollow-up