Technical Operations Adviser / Soutien Métier

Orange Business; La Tour; Hybride; EUR 40 000 - 80 000; Plein temps

Résumé du poste

An established industry player is seeking a dedicated professional to join their team as a Specialist. This role emphasizes training, auditing, and continuous improvement within a dynamic environment. You'll work closely with team members to enhance their technical proficiency and ensure adherence to processes. With a commitment to organizational excellence, you will play a crucial part in fostering a culture of continuous learning and innovation. This position offers a flexible work environment and opportunities for professional development, making it an exciting opportunity for growth and impact.

Prestations

Flexible work environment

Professional development opportunities

Career growth and internal mobility

Health and well-being programs

Employee Referral Program

Change Maker Awards

Qualifications

• 3+ years of experience in operational teams, especially in Front Office and BOS processes.
• Specialist knowledge in SAV Technologies and Processes.

Responsabilités

• Train new team members and provide ongoing training on ticket management.
• Audit incident tickets to improve team performance and address misunderstandings.
• Collaborate with management to achieve and maintain a Green Dashboard.

Connaissances

Training delivery skills

Communication skills

Feedback techniques

Continuous learning promotion

Listening and questioning abilities

Formation

Degree in Computer Science

Degree in Application Development

Degree in Telecommunications/Electronics

Description du poste

EVP Video

Company mission statement

Orange Business is a network and digital integrator that understands the entire value chain of the digital world, enabling our customers to focus on strategic initiatives that shape their business. Every day, you will collaborate with a dedicated team to provide consistent, sustainable global solutions, regardless of where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and refine your skills amidst exciting challenges and opportunities.

About the role

This critical position involves the following mandatory responsibilities:

1. Training new team members to integrate into BOS - Standard Customer Service Desk.
2. Providing ongoing training on processes and technologies related to ticket management.
3. Auditing incident tickets regularly to identify areas for improvement and address misunderstandings among staff and in team performance.
4. Taking over new training initiatives from GCS and cascading information to the operational team.
5. Ensuring team members' technical proficiency is maintained at the highest level.
6. Raising quality concerns to the Team Manager.
7. Participating in weekly meetings with Practice Leads.
8. Coaching team members on existing processes and technologies as needed.
9. Rapidly cascading new or changed processes to the team and ensuring full adherence through follow-up.
10. Collaborating closely with Team Supervisors on incident tickets, investigating defects, and reviewing processes.
11. Assisting management to achieve and maintain a Green Dashboard, actively participating in process and improvement plans.
12. Introducing innovations and ideas to streamline production.
13. Generating ideas for automation and process simplification.

About you

The ideal candidate will have:

1. A comprehensive understanding of the GCS SAV ecosystem.
2. Strong knowledge of SAV Technologies and Processes.
3. Effective training delivery skills.
4. Excellent listening and questioning abilities.
5. Techniques for providing constructive feedback.
6. Promotion of continuous learning.
7. Strong communication skills.
8. A commitment to organizational excellence.

Additional Information

Qualifications include a degree in Computer Science, Application Development, or Telecommunications/Electronics. Candidates should be specialists or experts in operational teams familiar with processes and products, with at least 3 years of experience as a Specialist, particularly with Front Office, BOS, BOA, and PAI processes.

Additional information

• Global opportunities: Collaborate with multinational teams and clients worldwide.
• Flexible work environment: Hybrid working hours and arrangements.
• Professional development: Opportunities for training, upskilling, and re-skilling.
• Career growth: Internal mobility and advancement within Orange.
• Caring and daring culture: Health, well-being programs, diversity initiatives, CSR, and employee events.
• Reward programs: Employee Referral Program, Change Maker Awards.

Equal Employment Opportunity

We promote diversity regardless of age, gender identity, race, ethnicity, religion, sexual orientation, marital status, neurodiversity, disability, veteran status, or appearance. Orange Group is a disability-friendly and equal opportunity employer. Please inform us of any specific needs.