Assistant Manager - FirstLine Support (French Language Expert)

Location:

Key Responsibilities

In this context, your responsibilities as a Frontline Support Agent are:

• Receipt and registration of applications

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• Respond to user requests via the ticketing tool or by phone (if justified).
• Document each request precisely in the ticketing system.

• Analysis and understanding of requests

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• Understand the user's request and, if necessary, ask for clarification to complete the information.

• Categorization and prioritization

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• Ensure the correct categorization and if necessary, recategorize requests.
• Apply the appropriate level of impact in accordance with incident management processes.

• Transfer and collaboration with Level 2 teams

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• Escalate requests to the appropriate teams.
• Collaborate with Level 2 Support Agents to improve the quality of transfers and enrich their knowledge.

• User monitoring and information

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• Keep users informed of the progress of their requests.
• In the event of a critical incident, communicate promptly with the appropriate team.

• Contribution to the knowledge base

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• Maintain knowledge base information.
• Propose improvements or additions to optimize the service.

All this while ensuring a customer-oriented, fast and quality service.

Profile

• Any Bachelor's degree
• 3/5 years experience in a similar role, ideally within a multinational organization

• Fluency in French and English (spoken and written).

Technical knowledge

• Proficiency in ticketing tools
• Good command of Windows 10/11 environments.
• Good command of Microsoft Office 365 tools and Microsoft cloud services.
• Knowledge of common computer peripherals (printers, scanners, workstations, etc.).
• Notions of network technology principles (LAN, WAN, DNS, DHCP, VPN, etc.) and IT security best practices.
• Familiarity with ITIL methodologies for managing incidents, service requests, change requests, ...
• Knowledge of Atlassian tools (Jira, Confluence) is a plus.

Professional skills

• Excellent written and oral communication skills, with an ability to popularize technical concepts for non-technical users.
• Customer focus and commitment to providing quality service.