Level 1&1.5 Support Specialist with French

Stefanini IT Solutions was founded in Brazil by Marco Stefanini in 1987. Today, Stefanini is a global services provider, delivering offshore, onshore and nearshore outsourcing, IT consulting, systems integration, application and strategic staffing services to mid-size and large companies around the world.

• Fluency in English and French (written and verbal).
• Fluency in at least one of the following languages is a plus: Italian / Spanish / German / Dutch.
• Proven IT education or 1 year job experience as IT specialist.
• Specialized know how on Windows, Network, Active Directory.
• Knowledge of standard office applications such as MS Office, operating system Windows 7, networking knowledge and server experience .
• Proven remote support know-how (patches etc.).
• Technical.
• Problem solver orientation.
• Excellent communication and listening skills.
• Strong communication and teamwork skills.
• Team player.
• Very good analytical skills.
• Ability to work in 24/7 shifts.

• Receiving and handling contacts (phone calls, emails or self-service requests).
• 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.
• Monitoring the email inbox and the Self Service Requests queue.
• Opening of an incident/request ticket with clear description in English in the ticketing tool.
• Analyzing 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.
• 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.
• Analyzing problems/situations, understanding problem impact on client business.
• Interacting with client functions consistently until problem solution.