Poste :
About the role
Role is with Orange Wholesale Division -Orange Wholesale International
The Click User Support Manager position is essential for ensuring an optimal user experience for our customers utilizing our digital assets, such as the Click portal and Click APIs.
This role requires experience in customer support and involves managing customer requests in English and French via email or a dedicated interface, while maintaining a rigorous follow-up on technical issues encountered.
In close collaboration with the IT team, the Click User Support Manager must demonstrate strong analytical skills to identify and ensure bugs are resolved effectively.
Beyond issue resolution, the role also plays a strategic part in improving operational efficiency by implementing efficient processes and automating recurring tasks.
The ideal candidate will be autonomous and able to define and execute an action plan aimed at reducing the root causes of customer requests, minimizing manual interventions, and enhancing the overall user experience.
Your key missions will include:
Click user support
Support our customers using our digital assets, such as Click portal and Click APIs
Customer requests are handled by e-mail or via a dedicated interface (need Help)
Identify and track bug fixes leading to customer requests
work closely with IT to track and solve bugs
Automate tasks
Reduce customer requests root causes
Build and monitor an action plan to reduce customer requests, by identifying potential process automation to reduce the number of manual tasks still required, features improvements...
