Orange Business is here!
Join us at Orange Business!We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
About the role
Monitor and proactively respond and communicate to alerts and events detection, avoiding/mitigating services disruptions, and business impacts to customers
Promptly answer to customer's demands over multi-channel communications platforms in professional, effective, and timely manner
Be familiarized with Bunge (customer) environment.
To have plain capability to operate in the dedicated customer tool
Properly engage and monitor supporting entities to ensure customer suppprt efficiently
Identify underlying causes of incidents and preventing recurrences
Perform root cause analysis for incidents and record information on known error databases when applicable
Register in an electronic ticket system any support information, intervention and interaction with Orange's customers, internal teams, and partners
Provide status and updates in accordance with performance targets established according to internal procedures.
Submit change requests as required to eliminate known problems.
Ensure the necessary engagement and support from responsible fixing agencies
Interact with a wide range of stakeholders, including senior management, technical teams, and end-users
Follow escalations guidelines observing company procedures to ensure all matters are handled with the right level of priority.
Work with evolving technologies and be able to adjust to changing requirements
About you
Requirements:
Relevant experience on technical support and customer facing roles
Computer skills and technology knowledge
Flexibility and capability to learn both on customer and Orange Business Tools
Flexibility in terms of working hours and resources to work remotely
Exposure to managing multiple vendors
Good experience in managing conference calls or incident resolution meetings
Ability to manage a variety of workload
Proactive, self-motivated, and determined attitude
Proficient in Portuguese, English and Spanish
Willingness to learn
Actively collaborate with Team work to solve problem when appropriate.
Education, qualifications, and certifications:
Preferred Technical Degree or Diploma in Electronics/Computers
Technical certifications are a plus:
Desired certifications are: ITIL Foundation, Six Sigma, Scrum, CompTIA A+ and CompTIA Network+
Experience
1-3 years in the Information Technology and Communications area
Preferred support/technology background
Preferred customer facing/handling experience
Skills
Communication Skills
Customer Service Skills
Time Management Skills
Problem Solving Skills
Teamwork/Collaboration
You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.
What we offer
Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
Professional Development: training programs and upskilling/re-skilling opportunities.
Career Growth: Internal growth and mobility opportunities within Orange.
Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
Reward Programs: Employee Referral Program, Change Maker Awards.
Only your skills matter
Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
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