Customer Service Engineer - Voice
GurugramFull-timeJunior levelPosted over a month ago
Customer support role at Orange Business in Gurugram. Needs a B.Tech, B.E. or B.Sc.
About the role
Customer Service Engineer - Voice at Orange Business. Take end-to-end ownership of customer complaints, from logging to troubleshooting, and drive them to resolution for all Orange Wholesale Voice products.
What you'll do
- Log, analyze, and manage customer complaints in OCEANE, performing 1st and 2nd level technical analysis
- Assess incident impact, prioritize effectively, and provide timely updates to customers via email, telephone, and customer portal
- Diagnose and resolve Voice and VoIP service issues, including call flows, signaling, and protocols (SIP, SS7, IN, RTP/RTCP, UDP/TCP)
- Handle faults related to ASR, NER, CLI, audio quality, PDD, IVR, traffic loops, spam, one-way audio, and other service anomalies
- Engage and escalate complex technical issues to internal network teams and external carrier providers as required
What you need
- Customer service
- Telecom
- Problem solving
- Sales