Customer Support Engineer - French Speaking

DZ  ‐ Onsite
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Description

Flint are seeking a French Speaking Customer Support Engineer to work with designated mission-critical customers in Africa, such as Large Enterprise Companies, ensuring they receive premium-level service. As the liaison between the customer and our clients Support Services, you will track everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase. With significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating role.

Roles and Responsibilities:

  • Support delivery of High Touch Technical Care program to major accounts
  • Ensure follow-up and closure of critical problems with large strategic customers
  • Regularly interact with customer and internal teams in a coordinated fashion to ensure problem resolution
  • Maintain a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, Webex, video conferencing and other collaboration
  • Co-ordinate root cause analysis upon customers request
  • Write and/or enforce processes and procedures for customized support services.
  • Act as "business driver" to improve the customer's and clients internal operations.
  • Identify, build and maintain relationships with customer's operational teams, and their management.
  • Act as single point of contact for operational issues.
  • Co-ordinate technical support to properly manage operational issues and customer needs, and ensure service delivery meets customer expectations.
  • Represent the customer needs to the client post-sales support teams and applicable organizations.
  • Provide customers with updates on "hot" or escalated issues, working with relevant team to ensure root cause analysis is generated for all service/business impacting operational incidents.
  • Coordinate and conduct weekly conference calls to provide status reports to customer.
  • Create and present quarterly business review reports to customers with analysis of customer's operational incidents nd support needs.

Minimum Qualifications:

  • Very strong communication, interpersonal and Problem Solving skills
  • Understanding of networking technology.
  • Fluent French Language skills
  • Solid understanding of business process and requirements in a support environment
  • Proven crisis management skills, and the ability to excel under pressure with the ability to drive recreates remotely-Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve
  • BS, CS, or University degree equivalent plus 5+ years of experience in network engineering or telecommunications support environment

Mandatory Qualifications:

  • ITIL certified (minimum Foundations V3)
  • Enterprise Network Industry and/or related experience

Desired Skills:

  • Ability to work as a team member in a cross-functional Matrix environment.
  • Excellent presentation and communication skills (verbal & written)
  • Strong influencing and negotiation skills.
  • Strong critical thinking and decision-making skills.
  • Understanding of customer's life cycle
  • Ability to apply knowledge and formulate customer recommendations.
  • Understanding of Cisco product and solutions.
  • Ability and propensity to regularly learn and apply new skills

Desired additional Qualifications:

  • CCIE
  • Project management
  • Business & Financial
Start date
ASAP
Duration
12 months initially
From
Flint Consulting Limited
Published at
14.03.2019
Project ID:
1740867
Contract type
Freelance
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