French speaking Technical Support Analyst

As a Technical Support Analyst, you will be primarily responsible for providing frontline customer support and/or technical support via inbound or outbound through various contact methods i.e., phone, Chat, Email. You will provide information about products and services, help with processing orders, respond to customer complaints, customer retention and troubleshoot issues.
A Technical Support Analyst is a role where you efficiently help customers, you are flexible problem-solver and are confident at troubleshooting. You investigate if you do not have enough information to resolve customer queries. At the same time, you are patient, empathetic, and very communicative and have the capacity to stay focused in a busy work environment.

Key Tasks and Responsibilities

• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve hardware / software issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt, reliable, and accurate information to customers while maintaining effective communications by adjusting to the pace and technical level of the customer.
• Help customers with information about the products and services, using relevant call handling protocols outlined in the Procedures.
• Responsible for ensuring contact resolution in a timely manner, while maintaining the highest level of quality in every customer interaction
• Assist customers or escalate service-related issues to the appropriate department in accordance with the client’s processes and procedures.
• Ensure compliance to customer Data Privacy and Security Policy
• Communicate positively with team members, customers, and other partners.
   

Skills / Attributes Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Technical:

• Good Knowledge of Microsoft Office products
• Knowledge of wireless local-area network (WLAN)
• Strong affinity to electronics and technology
• Knowledge of Bluetooth technology
• Extensive knowledge of hardware / software trouble shooting

 
Behavioral:

• Working Collaboratively
• Planning & Organizing
• Positive conduct
• Highly customer focused.
• Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels.
• Excellent organizational skills
• Good attention to detail
• Excellent problem-solving skills
• Excellent time and people management skills

Qualifications [EDUCATION and/or EXPERIENCE]

• A High school diploma or equivalent is the minimum requirement, College level preferred.
• Ability to demonstrate previous working experience in a BPO and Customer Service and/or technical account.
• A proven track record demonstrating the skills and qualities outlined in this document.

 
Language:
Good command of written and spoken French (C1) and English (B2).

What we offer:
Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.

• To acquire the necessary knowledge we provide a paid training, on which not only your knowledge is expended, but you will get to know your colleagues so that you would feel at home from the beginning.
• Competitive salary
• Cafeteria
• Team building and free time activities
• Modern office environment

• Canteen
• Cafe
• Corporate events
• Bicycle storage
• Parking
• Free coffee, soft drinks
• Play corner