2nd level technical support agent 80-100%

2nd level technical support agent 80-100% At Sunrise, we think bigger, we go further, and we open new paths. For us, work culture consists of achieving great things, together. With us, respect and new ideas go hand in hand with true teamwork: every voice counts, every perspective makes us stronger. Our passion drives us to try new things and to constantly evolve. Does this tempt you? In that case, join our success story. Welcome to the position of technical support advisor! The focus is on the telephone processing of fixed network fault cases in French and Italian, the diagnosis and efficient processing of new activations. You manage customer files, develop processes and generate added value by selling additional products. Customer service experience, excellent technical skills and a high level of customer orientation are required. Interested? We look forward to receiving your application! YOUR CHALLENGE: Diagnose and resolve advanced faults (network, Internet, VoIP, TV streaming) Take charge of complaints and complex customer files: analyze fault history, identify malfunctions and drive action plans until full service restoration Manage your own ongoing files autonomously, regularly informing customers of the progress (complaint management) Understand customer needs, propose solutions adapted to technical problems and respond to unusual requests Ensure efficient processing of activations Generate added value for customers through the sale of complementary products and services YOUR SKILLS: Holder of a CFC as an IT operator, a CFC as an IT specialist or technical training deemed equivalent Excellent command of IT tools as well as Windows OS and/or Mac OS environments Good knowledge of basic network architectures, VPN configurations, Internet protocols and Sunrise infrastructures Experience in customer service with solid negotiation and communication skills Strong customer orientation (diplomacy, active listening and strong empathy), high sense of commitment, punctuality and respect for deadlines Flexibility, ability to manage stress and an autonomous, precise and structured way of working Excellent command of French and Italian (mandatory); English is an asset At Sunrise, you work in a dynamic and multinational environment where every voice is heard, where perspectives are shared and where values are put into practice. Diversity is not just a program for us, it is part of our DNA. It is because we celebrate our differences that we accomplish great things together. Sunrise is a partner of «Advance Gender Equality in Business», holder of the Swiss LGBTI label and certified «Fair-ON-Pay Advanced» for equal pay for work of equal value. Ready to take on the challenge? Join our team and actively contribute to shaping our future! #ChallengersWanted Note to agencies: applications sent or uploaded by placement agencies or similar organizations are not desired. Consequently, they will not be taken into account and will be deleted. #LI-KD1 jpid4ddc179jm jpit0832jm jpiy26jm