**About the role**:
**Voice Digital Coach responsibilities**
- Analyse reported issues to identify its nature (portal, process or service connectivity) and re-direct to the appropriate entity.
- Troubleshoot reported issues on different tools (Hookah, Gini, LOIS, CIS, Webadmin, BTD Tools).
- Support customers on portal usage by carrying out quick demos where required.
- Provide proactive customer support based on the portal automated alerts.
- Update the incidents' tracker with all opened tickets and its detailed info.
- Gather customer feedback and share with our Portal Product Owner.
- Collect and report process gaps and product malfunctions to Product, Process and DEV teams.
- Support customers on their provisioning and ordering journey when needed.
- Assist in the arrangement of the monthly training for the internal users with the release of each new sprint.
**About you**:
**Voice Digital Coach**
The Voice Digital Coach provides all end-users with the required support on the usage of the digital tools. The responsibilities include resolving customer queries, collecting feedback, recommending enhancements, guiding portal users through features and functionalities and providing support info and statistics to the Digital Product Owner and management periodically.
Voice Digital Coach needs to be an excellent communicator who is able to work closely with both; internal and external digital users, earning customers' trust. Should be smart with very good interpersonal skills as well as technical and IT skills to interpret what the customer is requesting from a technical standpoint, also articulate and be able to get their point across in a way that is straightforward and intelligible to every customer, while keeping both an agile mindset and a positive attitude.
**Voice Digital Coach requirements**
- Experience as Customer Support in Telecommunication or Networking field.
- Voice services knowledge is highly desirable.
- Excellent communication and problem-solving skills.
- Agility and multi-tasking abilities.
- Data analysis/ Troubleshooting skills to identify portal issues from process and UC service ones.
- Patience when handling customer frustration and/or repetitive support issues.
- Understanding of digital tools and web portals.
- BSc in Engineering or Computer Science.
- IT background is highly desirable.
- Fluency in English.
- Excellent command of Microsoft office.
**Additional information**:
This role is under the Digital Experience Office - ESC - UCSI, which is part of the UC PM & Digital teams.
**Department**:
Global Delivery & Operations
L'ambition d'Orange Business est de devenir l'intégrateur réseaux et numérique de référence en Europe, en nous appuyant sur nos forces autour des solutions de connectivité nouvelle génération, du cloud et de la cybersécurité.
Nos 30 000 femmes et hommes présents dans 65 pays, dont chaque voix compte, sont tous animés par la même détermination et le même esprit d'équipe, pour construire les solutions digitales d'aujourd'hui et de demain et créer un impact positif pour nos clients, pour leurs salariés et pour la planète.
Nous offrons des opportunités passionnantes grâce à des projets innovants dans la data et le digital, le cloud, l'IA, la cybersécurité, l'IoT, ou encore le digital workspace et le big data.
- Venez vivre cette aventure avec nous !
**Contract**:
Regular