Service Desk Agent with French

We are looking for a French-speaking Service Desk Agent to join our service desk team, which supports customers with their technical issues. This position plays a crucial role in enhancing customer satisfaction by responding to customer inquiries and providing quick and efficient solutions.

Key Responsibilities

• Respond to technical inquiries from customers (regarding hardware, software, network, etc.) via phone, email, and chat systems.
• Provide support to French-speaking customers using your expertise and excellent communication skills.
• Diagnose problems, troubleshoot, and provide solutions.
• Escalate issues to higher-level technical teams or relevant departments as needed.
• Accurately record and manage inquiry details, solutions, and customer interactions.
• Contribute to the update and improvement of FAQs and knowledge bases.
• Participate in continuous improvement activities to enhance customer satisfaction.

Qualifications

• French: Business-level fluency in speaking, reading, and writing (C1)
• English: B2
• Basic IT knowledge (OS, office software, networking, hardware, etc.).
• Excellent communication and interpersonal skills.
• Strong logical thinking and problem-solving abilities.
• Ability to multitask and remain calm under pressure.
• A team player with a cooperative attitude.

Preferred Skills and Experience

• Knowledge of or certification in ITIL.
• Knowledge of various operating systems (Windows, macOS, Linux).
• Experience supporting cloud services (e.g., Microsoft 365, Google Workspace).