Help Desk Support Specialist (English and French)

As an Associate-Helpdesk at Sakon, you will be part of the Mobility Support Desk, acting as the central support hub for resolving technical issues faced by client employees. Your responsibilities will include: - Handling incoming calls, chats, emails & tickets to provide end-to-end technical and general support to users. - Interacting with mobile phone carriers and other departments to resolve mobile service-related issues. - Adhering to business rules & policies set by Sakon and the client. - Ensuring SLAs and KRAs are met consistently. In this role, you will: - Determine issues, research, and follow-up steps for issue resolution. - Answer incoming calls and chats. - Troubleshoot device and networking issues, acting as a liaison between customers, carriers, and internal teams. - Provide customer service/tech support via phone calls, email, and chat. - Identify and resolve issues without using scripts, demonstrating quick thinking and problem-solving skills. - Ticket all calls, chats, and email support in English and Portuguese/Spanish. - Review and support the deliverables of team members to ensure timely client deliverables. - Communicate escalations/issues to managers promptly and professionally. - Act as a single point of contact for client communications. Qualifications and Skills required: - Fluency in French and English. - Willingness to work in 24/7 rotational shifts. - Strong organizational skills and appreciation for process and documentation. - Ability to troubleshoot devices and follow step-by-step instructions. - Experience in technical support is highly regarded. Benefits and Perks offered by Sakon include: - Flexible Holiday Policy - Hybrid Working Options - Life & Medical Insurance - Focus on Skill Development with reimbursement for certifications - Wifi and Mobile bill reimbursement - Employee well-being activities To apply for this position, please send your resume to harshita.kushwah@sakon.com. The interview process includes Level 1, Level 2, and Level 3 operations/technical rounds followed by an HRBP round for salary discussion and cultural fitment check. By applying, you consent to Sakon using your resume for current and future job applications.,