Service Assurance Engineer
Apply NowCompany: Orange Business
Location: Atlanta, GA 30349
Description:
about the role
The Service Assurance Engineer role is focused on providing our customers with a superior customer experience. The Service Assurance Engineer will promote this focus throughout the organization, specifically with Operations (Project Management, Production, CSC, NMC...). The goal is to increase customer satisfaction, loyalty and retention which are key initiatives required to maximize revenue within the organization.
The Service Assurance Engineer task will include:
Ensure superior customer experience in order to increase customer satisfaction, loyalty and retention in order to maximize revenue.
Develop and implement a customer service policy for NAM customers.
Create engaged customers and facilitate organic growth.
Identify ways to measure customer satisfaction.
Improve the customer service experience by working with customers and internal departments to expeditiously resolve customer issues.
Take ownership of customers issues and follow problems through to resolution.
Analyze customer complaints and historical data, identifying ongoing or related issues.
Assist in the development of service procedures, policies and standards.
Keep accurate records and document customer service actions and discussions.
Analyze statistics and compile accurate reports.
Keep ahead of industry's developments and apply best practices to areas of improvement.
Communicate and engage internal departments to achieve qualitative and quantitative targets.
Maintain an orderly workflow according to priorities.
Produce written information for customers detailing report resolutions and action.
Contribute to cost control efforts.
Must communicate with all customers on regular basis and ensure they are satisfied with Orange Services at all levels.
Oral and written communications with the internal technical departments in France to facilitate the conversations and avoid any misunderstanding especially when working on critical topics/issues.
Other duties as assigned.
Create engaged customers and facilitate organic growth.
Identify ways to measure customer satisfaction.
Improve the customer service experience by working with customers and internal departments to expeditiously resolve customer issues.
Take ownership of customers issues and follow problems through to resolution.
Analyze customer complaints and historical data, identifying ongoing or related issues.
Assist in the development of service procedures, policies and standards.
Keep accurate records and document customer service actions and discussions.
Analyze statistics and compile accurate reports
Keep ahead of industry's developments and apply best practices to areas of improvement.
Communicate and engage internal departments to achieve qualitative and quantitative targets.
Maintain an orderly workflow according to priorities.
Produce written information for customers detailing report resolutions and action.
Contribute to cost control efforts.
Must communicate with all customers on regular basis and ensure they are satisfied with Orange Services at all levels.
Oral and written communications with the internal technical departments in France to facilitate the conversations and avoid any misunderstanding especially when working on critical topics/issues.
Other duties as assigned.
about you
Bachelor's degree or foreign equivalent degree in Electrical Engineering, Telecommunications, Project Management or related field and 3 years of experience with telecommunications engineering.
Prior experience must include:
SALARY: $80,000-$100,000/year
additional information
The benefits of being Orange
Because Orange Business hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:
Health coverage for you and your family through medical, dental, vision plans
Financial protection through disability, life, accidental death and dismemberment, and business travel insurance
A 401(k) plan with company match
Tax advantages through a health savings account, health and flexible spending accounts that allow you to pay for specific health-care and dependent care expenses with pre-tax dollars
To help you manage your work and life needs we offer an employee assistance program, adoption assistance, tuition reimbursement, a healthy living reimbursement program, and a group legal service plan
Homeowner's, automobile, critical illness, accident, hospital indemnity, ID Theft and pet insurance at group rates
A generous paid time off program in which the benefits increase along with your tenure with the company; we also offer time off for participating in community service
- Wellness initiatives that support the holistic wellness needs of our employees
When you join Orange Business, you become part of the Orange family, a group of people who drive innovation, embrace change, and celebrate the global community which is Orange. Our culture values the diverse contributions of all backgrounds and recognizes that work/life balance is key to the success of our people and customers. People at Orange are at the heart of our strategic ambition and co-create a future forward company that supports growth and career development.
The Service Assurance Engineer role is focused on providing our customers with a superior customer experience. The Service Assurance Engineer will promote this focus throughout the organization, specifically with Operations (Project Management, Production, CSC, NMC...). The goal is to increase customer satisfaction, loyalty and retention which are key initiatives required to maximize revenue within the organization.
The Service Assurance Engineer task will include:
Ensure superior customer experience in order to increase customer satisfaction, loyalty and retention in order to maximize revenue.
Develop and implement a customer service policy for NAM customers.
Create engaged customers and facilitate organic growth.
Identify ways to measure customer satisfaction.
Improve the customer service experience by working with customers and internal departments to expeditiously resolve customer issues.
Take ownership of customers issues and follow problems through to resolution.
Analyze customer complaints and historical data, identifying ongoing or related issues.
Assist in the development of service procedures, policies and standards.
Keep accurate records and document customer service actions and discussions.
Analyze statistics and compile accurate reports.
Keep ahead of industry's developments and apply best practices to areas of improvement.
Communicate and engage internal departments to achieve qualitative and quantitative targets.
Maintain an orderly workflow according to priorities.
Produce written information for customers detailing report resolutions and action.
Contribute to cost control efforts.
Must communicate with all customers on regular basis and ensure they are satisfied with Orange Services at all levels.
Oral and written communications with the internal technical departments in France to facilitate the conversations and avoid any misunderstanding especially when working on critical topics/issues.
Other duties as assigned.
Create engaged customers and facilitate organic growth.
Identify ways to measure customer satisfaction.
Improve the customer service experience by working with customers and internal departments to expeditiously resolve customer issues.
Take ownership of customers issues and follow problems through to resolution.
Analyze customer complaints and historical data, identifying ongoing or related issues.
Assist in the development of service procedures, policies and standards.
Keep accurate records and document customer service actions and discussions.
Analyze statistics and compile accurate reports
Keep ahead of industry's developments and apply best practices to areas of improvement.
Communicate and engage internal departments to achieve qualitative and quantitative targets.
Maintain an orderly workflow according to priorities.
Produce written information for customers detailing report resolutions and action.
Contribute to cost control efforts.
Must communicate with all customers on regular basis and ensure they are satisfied with Orange Services at all levels.
Oral and written communications with the internal technical departments in France to facilitate the conversations and avoid any misunderstanding especially when working on critical topics/issues.
Other duties as assigned.
about you
Bachelor's degree or foreign equivalent degree in Electrical Engineering, Telecommunications, Project Management or related field and 3 years of experience with telecommunications engineering.
Prior experience must include:
- 3 years of experience with customer communication to ensure alignment on goals and understandings;
- 3 years of experience preparing written technical plans and reports in support of engineering changes, product or process validations, and failure investigations;
- 3 years of service management experience in the telecom sector (Voice, IP, Transmission, Mobile roaming & messaging), including support of Wholesale customers (Telcos, OTTs);
- Demonstrated technical knowledge of VOIP and Data (mobile Data). Knowledge may be demonstrated through education, training and or experience.
- Fluent in oral and written French.
SALARY: $80,000-$100,000/year
additional information
The benefits of being Orange
Because Orange Business hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:
Health coverage for you and your family through medical, dental, vision plans
Financial protection through disability, life, accidental death and dismemberment, and business travel insurance
A 401(k) plan with company match
Tax advantages through a health savings account, health and flexible spending accounts that allow you to pay for specific health-care and dependent care expenses with pre-tax dollars
To help you manage your work and life needs we offer an employee assistance program, adoption assistance, tuition reimbursement, a healthy living reimbursement program, and a group legal service plan
Homeowner's, automobile, critical illness, accident, hospital indemnity, ID Theft and pet insurance at group rates
A generous paid time off program in which the benefits increase along with your tenure with the company; we also offer time off for participating in community service
- Wellness initiatives that support the holistic wellness needs of our employees
When you join Orange Business, you become part of the Orange family, a group of people who drive innovation, embrace change, and celebrate the global community which is Orange. Our culture values the diverse contributions of all backgrounds and recognizes that work/life balance is key to the success of our people and customers. People at Orange are at the heart of our strategic ambition and co-create a future forward company that supports growth and career development.