• Providing 1st line technical support for a range of key clients in English and French
• Logging all incidents on relevant software systems
• Diagnosing technical faults and providing over the phone solutions
• Escalating technical queries to 2nd line support
• Providing excellent levels of customer service and support
• Working to Service Level Agreements (SLA) against call handling time, resolution etc
• Monitor group mailboxes, ensuring all inbound queries received a response within SLA
• Collection of feedback from end users via outbound calls, when required
Skills / Experience:
• Fluent in French both verbal and written
• Problem solving and keen attention to detail
• Driven to deliver high levels of Customer Service
• Flexible approach to working hours.
• Clear telephone manner
• Good verbal and written communication skills
• Experience of working within a technical help desk / service desk environment would be an advantage, but full training will be given.