Senior Customer Request Coordinator

About the role

Orange Business is seeking a Senior Customer Request Coordinator to join its global network and digital integration team. You will act as the first point of contact for customers, handling service requests, incidents, and ensuring smooth activation and migration of network services.

Key responsibilities

• Answer and manage calls professionally, analyse requests, create incident tickets and apply DHD workflow.
• Monitor DHD logger to guarantee no tickets remain unattended and perform checklist activities.
• Provide first‑level support to field engineers and customers, update configurations on routers, switches and network nodes, and verify customer acceptance tests.
• Maintain and update Service Information tools after each operation, categorize and prioritize incidents, and ensure SLA compliance.
• Communicate incident progress, update the knowledge base, and assist in training delivered by the DHD expert team.

Required profile

• At least 1 year of experience in IT networking or related field.
• Strong troubleshooting, time‑management and communication abilities.
• Ability to work under pressure on a 24/7 basis, multitask and collaborate with local and overseas teams.
• Professional, proactive attitude with a willingness to learn.

Required skills

• Knowledge of DSL, Fibre, MAN Ethernet and Frame Relay technologies.
• Familiarity with LAN technologies and routing protocols: Ethernet, IP, QoS, VoIP/ToIP, Wi‑Fi, RIP, EIGRP, OSPF.