French Technical Support Representative

About the role

This position resolves moderate to complex technical issues for customers, provides comprehensive product and service information, and proactively assists to prevent problems. The role works independently while collaborating with cross‑functional teams to ensure smooth project outcomes.

Key responsibilities

• Diagnose and resolve hardware and software problems of moderate to complex nature via inbound interactions and proactive notifications.
• Provide detailed responses on services, products, specifications, warranties, and enterprise agreements for current and legacy items.
• Assist customers proactively to mitigate potential issues and contribute to process‑improvement initiatives.
• Collaborate with developers, QA testers, and managers to ensure seamless project delivery.
• Maintain trusted relationships across technical users within customer accounts.
• Mentor team members, coordinate departmental work, and act as an escalation point for complex issues.

Required profile

• High School Diploma or equivalent; typically 6‑8 years of related experience in remote or telephone technical support.
• Proven ability to work independently using established protocols and moderate judgment.
• Strong communication skills and customer‑centric attitude.

Required skills

• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Desktop Support
• Help Desk Support
• ITIL (Information Technology Infrastructure Library)
• Issue Tracking
• IT Service Management
• Linux
• Microsoft Azure
• Microsoft Office 365
• Microsoft Windows 10
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support
• Windows Servers