Technical Support Specialist

Orange Business is here!

About us

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

We are seeking a dedicated and proactive Technical Support Specialist to provide monitoring, maintenance, and end-user support for Supply Chain Operational platforms and projects. In this role, you will ensure smooth operations, effective incident management, and excellent customer service in alignment with our internal procedures and a strong focus on user satisfaction.

Key Responsibilities

1. Incident & User Support:

Provide timely technical support (verbal and written) for end-users across the following areas:

Incident Management

Support Requests

User Account Management

Event Management

Internal Communication Management

Coordinate with internal stakeholders and follow up on user needs within the Orange ecosystem.

Ensure clear and professional communication of platform functionalities and support processes.

2. Data Workflow Monitoring:

Monitor data workflows across various tools and systems.

Ensure seamless integration and data quality.

Proactively identify and communicate issues to relevant flow owners.

3. Service Quality & Continuous Improvement:

Participate in transversal projects and provide constructive feedback.

Contribute to weekly steering committees, peer sharing sessions, and service improvement initiatives.

Promote best practices and improvement plans in day-to-day operations.

4. Functional Support & Training:

Support the functional use of multiple projects and platforms.

Ensure proper documentation and knowledge sharing of all training received.

Respond to queries related to the assigned reporting portfolio.

5. Customer Relationship Management:

Foster strong customer relationships through professional communication and support.

Implement best practices to enhance user satisfaction and service delivery.

Required Knowledge & Experience

Strong written and verbal communication skills.

Understanding of Customer Relationship Management (CRM).

Familiarity with Service Level Agreements (SLAs) in a support environment.

Excellent PC literacy and application knowledge.

Previous experience in advanced technical support or testing is an advantage.

Key Skills & Abilities

Excellent interpersonal and customer-facing skills

Strong relationship-building skills across multicultural teams

Solid presentation, organizational, and time management skills

Team-oriented mindset with proactive problem-solving abilities

Ability to work under pressure and manage multiple priorities

Self-motivated with a strong willingness to learn and grow

Flexible with working hours and responsive to changing business needs

Results-driven, with strong incident resolution and analytical capabilities

About you

Knowledge:

• Good written and spoken Communication skills.
• Customer Relationship Management.
• Knowledge of Service Level Agreements for Support Chain
• Excellent PC skills and application knowledge.

Experience in Advanced Technical Support or Testing would be an advantage.

 

Abilities:

• Excellent communication skills
• Excellent customer facing skills are required.
• Ability to build relationships with team located outside Mauritius.
• Presentation skills
• Good time management, and organizational skills
• Teamwork, use of a team approach to solve problems when appropriate.
• A determination to process tasks according to pre-defined processes is essential.
• Ability to build relationships with peers and management levels and customers.
• Proactive, self-motivated, and determined attitude.
• Flexibility in terms of working hours.
• Ability to work under pressure & multi-task, using a team approach to solve problem when appropriate.
• Results orientated, and problem-solving skills.
• Willingness to learn and expand knowledge.
• Incident resolution
• Problem analysis and problem solving

You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.

What we offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).• Professional Development: training programs and upskilling/re-skilling opportunities.• Career Growth: Internal growth and mobility opportunities within Orange.• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.• Reward Programs: Employee Referral Program, Change Maker Awards.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.

Responsibilities

We are seeking a dedicated and proactive Technical Support Specialist to provide monitoring, maintenance, and end-user support for Supply Chain Operational platforms and projects. In this role, you will ensure smooth operations, effective incident management, and excellent customer service in alignment with our internal procedures and a strong focus on user satisfaction.

Key Responsibilities
1. Incident & User Support:
Provide timely technical support (verbal and written) for end-users across the following areas:
Incident Management
Support Requests
User Account Management
Event Management
Internal Communication Management
Coordinate with internal stakeholders and follow up on user needs within the Orange ecosystem.
Ensure clear and professional communication of platform functionalities and support processes.
2. Data Workflow Monitoring:
Monitor data workflows across various tools and systems.
Ensure seamless integration and data quality.
Proactively identify and communicate issues to relevant flow owners.
3. Service Quality & Continuous Improvement:
Participate in transversal projects and provide constructive feedback.
Contribute to weekly steering committees, peer sharing sessions, and service improvement initiatives.
Promote best practices and improvement plans in day-to-day operations.
4. Functional Support & Training:
Support the functional use of multiple projects and platforms.
Ensure proper documentation and knowledge sharing of all training received.
Respond to queries related to the assigned reporting portfolio.
5. Customer Relationship Management:
Foster strong customer relationships through professional communication and support.
Implement best practices to enhance user satisfaction and service delivery.

Required Knowledge & Experience
Strong written and verbal communication skills.
Understanding of Customer Relationship Management (CRM).
Familiarity with Service Level Agreements (SLAs) in a support environment.
Excellent PC literacy and application knowledge.
Previous experience in advanced technical support or testing is an advantage.

Key Skills & Abilities
Excellent interpersonal and customer-facing skills
Strong relationship-building skills across multicultural teams
Solid presentation, organizational, and time management skills
Team-oriented mindset with proactive problem-solving abilities
Ability to work under pressure and manage multiple priorities
Self-motivated with a strong willingness to learn and grow
Flexible with working hours and responsive to changing business needs
Results-driven, with strong incident resolution and analytical capabilities