We are looking for a Customer Support Agent with French proficiency to support our clients via telephone, e‑mail and web. The role focuses on technical troubleshooting, knowledge base contributions, and escalation to higher support tiers.
Responsibilities
* Interact with customers via telephone, e‑mail and web, providing technical support and problem‑solving expertise.
* Identify, evaluate and prioritize customer issues and complaints.
* Analyze customer problems and develop effective resolution plans.
* Contribute to the helpdesk knowledge base by identifying resolution gaps and authoring submissions.
* Evaluate new services, processes and technologies introduced at the helpdesk.
* Participate in training programs to support new technologies, procedures and customer service enhancements.
* Collaborate with departmental staff to promote and maintain strong customer service values.
* Escalate unresolved issues to support leads or designated service groups.
Requirements
* Languages: Proficiency in French & English (mandatory).
* Skills: Basic PC skills, excellent communication abilities.
* Availability: Willingness to work in shifts (7x24, 40 hours per week).
* Experience: No specific experience required; initial training will be provided.
* Attributes: Service‑oriented, proactive cooperation, results‑focused, initiative and customer‑oriented.
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