FirstLine Support -French Language Expert

Key Responsibilities

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

• 
  Receipt and registration of applications:
  

• 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:
  

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

• Categorization and prioritization:
  

• 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:
  

• 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:
  

• 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:
  

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

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

Profile

Prerequisite

• 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.