Customer Service Engineer - Voice

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
• B.Tech or B.E. or B.Sc or BCA