Internet & TV technical support

Job Title: Internet & TV technical support
Contract Type: Permanent
Location: Brussels
Salary: N
Start Date: ASAP
Reference: 68108-ITBEL-NAA
Contact Name: Nathalie Azzi
Contact Email:
Job Published: February 08, 2017 13:26

Job Description

Customer Service Representative Internet + TV (technical profile)


Answer to 2nd level incoming questions from the residential and internal Belgium customers, on subjects related to technical issues for internet + TV services. Issues can be around networking, connectivity, cable, IT,... Mainly B2C and contact with 1st level of support.
Support/contact point for third & outsourced partners.

Key responsibility areas

1. Analyses, solves, dispatches and follows-up on all trouble tickets and mails, in collaboration with 2nd and 3rd level teams (internal or external)
2. Detects incidents related to internet + TV services, related applications with possible impact on customers and apply appropriate priority & notification process.
3. Informs customers continuously on the status of their problem according to their segmentation (internal and external customers)
4. Collects 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 translates technical information into customer language
5. Supports the launch of new products and services (Friendly User Test) and think pro-actively about the required support.
6. Assists on line and coaches all first line contact centers regarding technical questions, service providers to serve our customers in a better way.

Specific expertise

* Call center environment
* Customer facing applications
* Profound technical knowledge of Orange Belgium products & services

Your profile

Education, specific training and experience

* Graduate
* 1-2 years in a customer services environment

Interpersonal skills

* Technical Trouble shooting ; does a correct analysis of the situation and proposes an appropriate solution
* PC literate : capable to switch continuously from one application to another
* Adopting a customer-oriented attitude
* Coping/Controlling negative emotions
* Basic call handling skills
* Processing information ; capable to integrate continuously new information in your daily work
* Takes Ownership & handles pro-active
* Applies a correct priority management
* Likes to work autonomic but also likes to co-operate with the team
* Willing to work in shifts from Monday to Saturday between 8h & 20h
* Language skills : Bilingual (NL/FR) + understand basic English

Customer Service Representative Internet +TV (technical profile) / Band 4

Mission / but

Répondre à des questions techniques (2ème ligne) reçues des clients résidentiels et internes en Belgique, sur des sujets liés aux services Internet & TV dans l'équipe back-office
Support /point de contact pour le 3ème niveau et les partenaires

Responsabilités clées

1. Analyser, résoudre et suivre tous les dossiers et mails, en collaboration avec les équipes de 2ème et 3ème niveau (interne ou externe)
2. Détecter les incidents liés à des services Internet & Télévision, les applications liées à un impact possible sur les clients et appliquer le processus de priorité et de notification appropriée
3. Informer les clients en permanence sur l'état de leur problème en fonction de leur segmentation (clients internes et externes)
4. Recueillir les informations pertinentes afin de préparer une communication efficace envers les clients, le management, les revendeurs, les partenaires et les équipes opérationnelles (alarmes proactives, interventions planifiées et rétroactives, par exemple, des incidents) et traduire ces informations techniques dans un langage client
5. Soutenir le lancement de nouveaux produits et services (Friendly User Test) et penser pro-activement au support requis
6. Donner/Fournir de l'aide en ligne et du coaching pour tous les centres d'appels de 1ère ligne en ce qui concerne les questions techniques afin d'obtenir un meilleur service pour nos clients

Expertise spécifique

* Connaissance de l'environnement des centres d'appels
* Connaissance des applications utilisées dans un centre d'appel
* Connaissances techniques des produits et services d'Orange Belgique

Votre profil

Éducation, formation et expérience spécifique

* Diplômé niveau graduat
* 1 à 2 ans d'expérience dans un environnement de services à la clientèle

Compétences interpersonnelles