Customer Service Specialist – Techniczne Usługi Sieciowe

Orange Polska is one of the leading providers of telecommunications and IT services for business in Poland, with the largest infrastructure offering services in modern technologies including 5G. The team is responsible for maintaining and developing services for key Orange clients, including European Union institutions, ensuring quality, stability, and continuity of services in the telco environment.

• Minimum 5 years of experience in B2B customer service in telco/IT environment, including work with contracts and SLAs.
• Practical knowledge of network services: MPLS, VPN, LAN/WAN, TCP/IP, DNS, DHCP, firewalls, routing, SD-WAN.
• Experience working with technical and operational documentation.
• Knowledge of ITIL processes (SLM, Capacity, Availability, Problem Management).
• Very good communication skills and experience conducting meetings with enterprise clients.
• English language proficiency at minimum B2 level (email and verbal communication).
• Willingness to obtain EU/NATO Secret security clearance.

Nice to have:

• Experience with tools: Remedy, advanced Excel, Grafana.
• Experience working with public sector clients or EU institutions.
• ITIL certifications.

• Conduct review meetings with clients, maintain ongoing communication, and support relationship development.
• Prepare service quality reports, analyze trends, and oversee actions within the Service Improvement Plan (SIP).
• Coordinate operational activities among technical teams, Capacity, Availability, and Problem Management to ensure smooth processes.
• Update documentation and configuration data, including COG, and publish materials in the client space.
• Monitor service profitability by analyzing costs, risks, and identifying opportunities to expand cooperation.
• Collaborate with the sales team to recognize client needs and recommend appropriate solutions.
• Prepare periodic operational and quality reports to support client decision-making and maintain high service levels.

In the recruitment process at Orange, all candidates have equal opportunities regardless of gender, age, race, origin, religion, disability, sexual orientation, or other legally protected grounds, in accordance with applicable law.