French Technical Support Representative

About the role

This role resolves moderate to complex technical problems, answers questions about services and products, and helps customers proactively. It works independently using established protocols, with moderate judgment, and coordinates departmental work while building positive relationships within the organization.

Key responsibilities

• Resolve moderate to complex technical problems involving hardware and software through customer interactions and proactive notifications.
• Provide complete answers on services, products, technical matters and customer relations, including features, specifications and repairs, aligned with warranties, enterprise agreements and mission-critical support.
• Help customers prevent problems and take part in initiatives that improve processes and quality.
• Work with clients, programmers, QA testers and managers to deliver smooth project outcomes.
• Maintain trusted relationships with customers across their technical user base.
• Recommend improvements, coordinate departmental work, mentor the team and act as an escalation point.
• Review, analyse and verify work to ensure effective business controls.

Required profile

• High school diploma, GED, higher secondary education or commensurate work experience.
• Typically 6-8 years of related experience, preferably in remote support, telephone support, technology or customer environments.
• No certifications preferred.

Required skills

• Desktop support, help desk and technical support
• ServiceNow, IT service management and issue tracking
• Microsoft Windows 10, Microsoft Office 365, Microsoft Azure, Linux, Active Directory
• Scripting, automation and Agile methodology