French Technical Support Agent - Lisbon

To join our team in Portugal , we are now recruiting multilingual team members, fluent in English and French, to support the users who contact our service desk.

We are looking for candidates passionate about technology and innovation,customer oriented, with the ability to multi-task and with great organizational, communication and interpersonal skills.

To provide a single point of contact for users, dealing with the management of both routine and non-

routine incidents, problems and requests. Provision of 1st line support for incidents.

• →Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
• →Develops an understanding of customer’s environment and service delivery requirements to enable the delivery of a first class service.
• →Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
• →Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved.
• →Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
• →Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.
• →Takes ownership of own development and has a development plan in place.

• Proficiency in French and English
• Knowledge of various software and applications (minimum: Windows environment and MS Office package)
• Interpersonal skills crucial for working in a customer service center such as: excellent communication skills, readiness to work flexible hours, customer orientation, teamwork, a sense of urgency, optimism and enthusiasm