Job Description

about the role Key responsibilities are Identifying & categorizing tickets related to product from the initial information. Understand Business urgency & impact of issues. Assignment of priority to tickets as per the eligibility criteria. Route the tickets to correct assignment groups as instructed in SOP document. Search and reuse information from internal repositories. Daily pre-production checklist. Proactive & regular update to customer. Opening tickets with Third parties, Vendors and OEM on behalf of customer and follow up till closure. Schedule and Hosting WebEx/TEAMS meetings. Effective handling of request and incident as per ITIL framework. Acknowledge and resolve tickets within agreed SLA and perform necessary coordination with corresponding resolver group. Point to point coordination between customer unified desk and support teams to provide resolution. Take initiatives in learning, certifications & evaluating new products & Tools.. about you Hands on experience in E-mail (Outlook), IM tools (Teams/Skype) ,Sharepoint, MS Office (Excel), Windows. Basic knowledge of Proactive monitoring, telephony, Voice Mails, Unified Communication, Cloud Concept and Networking terminologies. Excellent written & verbal Communication. Good experience in administration of users and features on different products. Awareness of incident & Escalation management aligned with ITIL framework.. Logical Thinking and problem solving skills along with collaborative approach towards Team goal. Positions will require to work in rotational shifts to support 24.7 operations /project assignments. additional information Excellent written and verbal Communication is must for this position. Knowledge on MS TEAMS and Audiocodes will be prefered. department International Zone Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

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