Support L1 with French

Employer: ALTEN Romania
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 23.10.2020
    Short company description

    ALTEN Romania, part of the international ALTEN Group - with a unique position as Leader in IT & Engineering Consulting, provides support for its clients’ development strategies in the fields of innovation, R&D and IT systems since 1996. The company comprises 2 divisions specialized on its core capabilities: ENGINEERING and IT. These two divisions are: ALTEN TECHNO and ALTEN KEPLER.

    Requirements

    • French Language Advanced oral and in writing
    • English Language Advanced oral and in writing
    • Previous experience in Customer Support for at least 2 year
    • MS Office, especially Excel
    • Previous experience in working with support platforms like JIRA, Service Now, Redmine, Basecamp etc

    Responsibilities

    A.1. Provide solutions to support tickets assigned:
    • Become familiar with the supported tools and platforms in order to provide answers to assigned tickets
    • Qualify the support request and to provide a solution.
    • Identify if the subject is in scope or area of competence
    • Assign to the appropriate person or teams if the subject is not in the area of expertise
    • Ensure follow up of the subject to provide an answer to the stakeholder in the appropriate time and in a useful manner.
    • Offer answers to all support request (bugs, incidents, information or access demands) coming from digital managers form all countries who have difficulty using Renault digital platforms.

    A.2. Update & maintain the confluence solutions data base
    • Update and enrich the library of solution files used by the whole support teams to answer to countries.
    • Maintain and update the procedures describing the support process for platform users.

    A.3. Ensure customer satisfaction
    • Measure the satisfaction for all solved request and propose action plans for improvements
    A.4. Performance indicators:
     Respect of SLA Time to take in consideration
     Satisfaction rate
     Respect of SLA for Ticket backlog
     Actions deployed for Continuous improvement of the activity