Customer Support Technician - Telecommunication

The Customer Support Technician or Customer Support Engineer (CSE), as part of the Service Operations team, has the responsibility to provide second level assistance to Eutelsat services customers, both external (international satellite service distributors and resellers) and internal (Eutelsat staff).
The CSE must ensure an effective handling of the whole Customer Incident process through the continuous review and optimization of the troubleshooting procedures handled by the first level assistance team and through the escalation processes in place to ensure a fast resolution of the issue faced by customer, plus carrying out proper tasks aimed at improving the customer satisfaction KPI and enforce relationships with customers.
The CSE works in synergy with all the actors listed above to ensure high quality standards of the support services provided by Eutelsat Service Operations teams which include high reactivity and professional feedbacks, necessary to satisfy SLA requirements. All members of CSE team report to the Service Manager.

Main responsibilities:
• Ensure the best approach toward customers' requests, fast resolutions of incidents incoming and customer satisfaction: customer incident handling and resolving, incident escalations, customers' review call, internal review calls for service improvements and bug resolutions, service reports to customers, troubleshooting procedures continuous improvements.
• Cooperate with the other teams with the aim at resolving the problem to customers as the main objective: work with technical and not-technical teams and in general all teams involved in supporting activities to customers including service bandwidth management tasks and IT tools evolutions and deployments.
• Ensure the tasks are executed through service management processes and work to better improve the effectiveness of all processes and procedures within the area of competence.

• Technical High School Diploma or Bachelor Degree. Master’s degree is a plus;
• Excellent analysis and troubleshooting skills with focus on ability to get the causes and find solutions to technical issues;
• Ability to work the assigned shifts with on-call rotation in extra-business hours;
• Basic knowledge of networking protocols and technologies (routing, switching, ISO/OSI stack, IP protocols);
• Fluent knowledge of the English language;
• Positive attitude, high communication skills, empathy in approaching customers' requests, reactive and effective problem solving skills are necessary
• Knowledge of French or other foreign languages is a plus;
• Microsoft software pack (Windows, Word, Excel, Outlook);
• Basic knowledge of radiofrequency is a plus;
• Previous experience in Customer supporting activities or in Technical assistance is a plus;
• Knowledge and experience of ITIL best practice is a plus;
• Requested to abide by the security policies and procedures in force for her / his operational role, reporting to the ISMS Manager the observed security issues.


Type of Contract: 1 year contract renewable with a permanent contract
Working time: Full-time