Graduate Technical Support Representative (English/French)

About the role

This graduate Technical Support Representative role resolves moderate to complex technical problems, answers questions about services and products, and helps customers proactively. It works independently using established protocols, collaborates with various teams, maintains customer relationships and coordinates departmental work. The position is based in Ariana, Tunisia.

Key responsibilities

• Resolve technical problems of moderate to complex nature, covering hardware and software, through incoming 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 or mitigate 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 technical user groups.
• Recommend improvements, coordinate departmental work, mentor the team and act as an escalation point for issues.
• Monitor process execution and foster positive working relationships with colleagues and management.

Required profile

• High school diploma, GED, higher secondary education or commensurate work experience.
• Typically 0-2 years of related experience, preferably in remote or telephone support, technology or customer environments.
• English/French bilingualism; Arabic is also listed as acceptable.

Required skills

• Desktop and help desk support, issue tracking and IT service management.
• Microsoft Office 365 and Windows 10/11.
• Preferred: Active Directory, printer and peripheral device knowledge, computer hardware and automation.