ISP Support Consultant with L1 expertise

Role Summary

Within the customer technical support team, you will be integrated into a level 1 support chain and will be in charge of support and expertise on all phases of network incident processing.

Responsibilities

You will be required to

• Handle individual “General Public” and “Business” complaints on ADSL, FTTH access perimeters and associated services (VOIP, IPTV.),
• Analyze, diagnose and resolve incidents with time constraints,
• Ensure customer satisfaction by providing relevant and precise responses within minimum delays,
• Ensure customer communication,
• Identify and diagnose malfunctions, incidents, service interruptions and implement corrective measures,
• Check the correct completeness and progress of level 1 tickets,
• Provide support to the customer service team and first level field teams,
• Support the end customer from start to finish until service is restored,
• Qualify tickets before escalation on Expert level 3 services (analysis and diagnosis),
• Monitor incidents: Use the incident database: reminders, consolidation, trend analysis. Requests for substantive preventive actions,
• Welcoming user requests following malfunctions: taking into account customer calls

Requirements

• Graduated with a Bac +2/+3/+5 with a specialization in networks and telecoms or in IT.
• Experience: Customer support/customer relationship management experience of at least one year required
• Experience in the Telecoms sector (e.g. Internet Service Providers) would be a plus

Language skills

French: advanced level of communication (B2, C1)

Benefits

You are rigorous, creative, curious and you like working in a team and developing your skills in a dynamic environment. You are interested in service professions and you want to evolve in a friendly environment, join us!

About the Company

Based in Dakar, ALTEN Senegal is the subsidiary of the ALTEN group, world leader in engineering and technology consulting. Today, it plays a key role in supporting the professional development of engineers in West Africa, and supports the development strategy of its clients in the areas of innovation and technological information systems.

Our mission: to meet the technological ambitions of our clients – major international clients – in the automotive, rail, IT, telecommunications and media sectors.

Joining ALTEN Senegal means integrating an ecosystem of excellence and benefiting from:

• A personalized and evolving career path
• An ambitious skills development policy
• A stimulating, collaborative and meaningful work environment