Customer Service Advisor with French & English

Employer: Capgemini
Domain:
  • Customer Support - Client Service
  • Telecommunication
  • Job type: full-time
    Job level: Student/Graduate
    Location:
  • Iasi
  • Suceava
  • Updated at: 11.12.2018
    Short company description

    With more than 200,000 people, Capgemini is present in over 40 countries and celebrates its 50th Anniversary year in 2017.A global leader in consulting, techology and outsourcing services, the Group reported 2016 global revenues of EUR 12.5 billion.Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieveinnovation and competitiveness.A deeply multicultural organzation, Capgemini has developed its own way of working, the Collaborative Business Center™, and draws on Rightshore®, its worldwide delivery model.

    Requirements

    - Fluency in French & English,
    - Excellent verbal and written communication skills,
    - Professional telephone manner,
    - Basic experience in MS Office, MS based applications,
    - Basic technical support experience an advantage but not necessary,
    - Flexible, well-motivated team player, ability to work under pressure,
    - Available to work in shifts.

    Responsibilities

    - Providing a first point of escalation for the team in respect of technical support,
    - Problem monitoring, resolution and escalation,
    - Day to day ticket management,
    - Verification of priorities and data contained in the ticket,
    - Ensure that the process and procedures described in the Help Desk manual are followed,
    - Ensure that automatically populated data in the tickets is correct and correct any errors,
    - Update data bases to maintain their accuracy,
    - Perform symptom analysis on incidents to determine next course of action,
    - User account administration (AD, RSA, New Joiner process),
    - Participation in meetings with support teams,
    - Ensure that all of the terms and conditions specified in the Service Level Agreement are followed,
    - Distribution of workload amongst 1st line analysts (on-hold incidents, mailbox),
    - Providing training for new joiners,
    - Support for VIP users,
    - Backlog Management (2nd Line Backlog),
    - Mailbox archive.

    Other info

    Benefits:

     Attractive salary package;
     Meal tickets;
    Salary increase after 4 and 6 months;
     Private Health insurance (you can choose between a list of providers);
     Foreign language courses, trainings, certifications and tuition fees reimbursed by
    Capgemini;
     7card discount;
     Other bonuses as per company policy;
     Significant development opportunities within the company.