Customer Service Representative - Technical Support

Job Summary

Customer service representative - technical support (call reception) at our Yaacoub El Mansour site. As part of the development of our activities, we are recruiting Level 1 Technical Support Customer Service Representatives to assist B2B subscribers of a major telecommunications operator. Do you have an aptitude for technical environments, enjoy analyzing and resolving incidents, and wish to develop within a demanding and innovative telecommunications business? Join an international leader in customer relations and technical support.

Your main missions:

• Provide first-level technical support to the operator's customers.
• Diagnose incidents related to Internet, telephony, and network equipment services.
• Perform necessary remote tests and manipulations to identify the origin of malfunctions.
• Assist users in resolving technical incidents by applying defined procedures.
• Escalate complex incidents to N2/N3 support teams with complete case qualification.
• Ensure traceability of interventions and update tracking tools.
• Ensure compliance with quality, productivity, and customer satisfaction indicators.
• Contribute to the continuous improvement of processes and the reporting of recurring anomalies.

Desired Candidate Profile

Profile Required:

• Minimum Bac+2 level education in networks, telecommunications, IT systems, or equivalent technical field.
• Good understanding of ISP environments, Internet networks, and fixed telephony services.
• Experience desired in technical support, fixed-line customer service, or telecommunications assistance.
• Ability to analyze, diagnose, and remotely handle technical incidents.
• Proficiency in computer tools, business applications, and multi-screen environments.
• Excellent oral and written French communication skills.
• Service-oriented, rigorous, and able to manage priorities.
• Ability to work with quality and performance objectives.
• Team spirit, autonomy, and adaptability in a dynamic operational environment.