L1 Support Specialist with French

We are a leading technology company who constantly empowers people to envision and reach their full potential.

People are the foundation of our company. This is why we encourage and support them in every initiative and step of their career, valuing talent, energy and commitment over immediate resources’ availability and empty numbers. The engine of our growth and performance is being powered by their
open-mindedness, fairness, and team spirit.

What sets us apart is our ability to take up new challenges and learn every day in our common effort to exceed our customers’ expectations and expand the frontiers of technology innovation.

We identify gifted, open-minded and committed specialists, willing to evolve both as professionals and as human beings and we put all our efforts in helping them perform at their best.

We welcome people:
• Eager to take on new challenges and learn new things;
• Who put their heart, mind, and soul into everything they do;
• Who enjoy sharing knowledge and have team spirit.

If you are ready to engineer your future, join our team now!

• Problem solver orientation
• Excellent communication and listening skills (written and spoken)
• Be a team player
• Very good analytical skills
• Eagerness/willingness to learn
• Fast learner
• Ability to perform under pressure
• Ability to multi task
• Fluent in both English and French (written and verbal)
• Ability to work in 24/7 shifts
• Excellent analytic know-how for complex incidents
• Customer facing experience
• Telephone skills with good tone and pitch articulation and overall speech quality
• Customer focus
• Be professional and positive
• Have integrity, initiative and focus
• Be able to motivate self and other team members
• General understanding of IT tools and processes
• Strong communication and teamwork skills
• Ability to learn and apply new technology and methodologies in a distributed environment
• Ability to solve problems quickly and completely
• Ability to adapt to changes

• Receiving and handling contacts (phone calls, emails, self-service requests)
• Monitoring the email inbox and the Self Service Requests queue, even out of business hours
• Providing remote technical software support to clients
• Keeping track of changes as per agreed upon processes and procedures on a daily basis
• Identification and authentication of the user
• Opening of an incident/request ticket with clear description in English in the ticketing tool
• Analysing problems/situations, understanding problem impact on client business
• Classifying and making an initial assessment of incidents/service requests
• Resolving requests or solving incidents following instructions in a knowledge base. A resolution can also be a work-around of a known error
• Route all Service Desk non solvable incidents/service requests to the appropriate level support, based on agreed service levels
• Keeping users informed on how to get updates on request status and progress
• Responding to client queries, providing timely resolutions to client issues
• Knowledge of standard office applications such as MS Office, operating system Windows 7 and specific client applications
• Performing in international software support delivery processes and environments
• Employing client‘s standard support delivery methodologies and tools
• Maintaining highest client satisfaction - performing problem management and end-to-end problem ownership
• Applying problem solving techniques
• Analysing problems/situations, understanding problem impact on client business
• Interacting with client functions consistently until problem solution