Proactive Solutions Service Desk Agent French Speaker

Start something great today. Go Goodyear

Location:Bucharest/Romania  

Proactive Solutions Service Desk Agent with French

Act as single point of contact (telephone, E-Mail, etc.) while providing support services to Goodyear Proactive Solutions fleets after service activation (post installation and activation of telematics equipment on vehicles). Make sure customer comes first and customer satisfaction is key.

Follow-up on customer issues and requests as also regular contact with the customer to ensure transparency and work progress until solution using internal and external parties as pre-defined in the process. Using of remote diagnostic tools as also live support systems to identify customer request/issue and guarantee efficient problem solution.

Ensure accurate documentation of all requests, issues, workarounds, working instructions and documentation database.

Ensure services meet the established standards of quality including reliability, usability, and performance.

Principal Duties And Responsibilities:

Ensure customer satisfaction and provide solutions: Receive, log, categorize, prioritize, diagnose and resolve customer issues / requests via email, phone or other defined communication channels. (first and second level support)

Follow standard Service Desk operating procedures and accurately log all Service Desk tickets using the defined tracking software. Document resolutions / workarounds in documentation database.

Redirect issues / requests that cannot be resolved by the customer support team to the appropriate resolver groups.

Follow-up with resolver groups to ensure resolution within service level agreements.

Proactively monitor availability, performance and health of services and escalate/follow-up issues until resolution.

Knowledge And Skills:

Proactive And Customer-Focused

Excellent problem-solving skills and analytical capabilities

Accurate And Structured

• Strong communication & presentation skills
• Willingness to develop knowledge and disseminate
• Able to work in different database environments (SAP, EDW, Cloud…)
• Ability to work autonomously and as part of a team
• Language: Fluent in English and French

Experience:

2-3 years experience in customer support services including experience of systems, support, diagnostic and resolution

Strong working knowledge of IT tools and data analytics / mining

Understanding of ITIL working practices - preferably ITIL Foundations certified

Quality inspection, auditing and testing experience and knowledge of tools, concepts, and methodologies

If You Join Us, You Will Enjoy

• Competitive salary package
• Free private medical services
• Life Insurance
• Flexible benefits from your favorite brands available on flexible benefits portal
• Easter bonus
• Christmas bonus
• 25 vacation days/year
• Referral bonuses for new hires recommended by you
• WFH & Flexible Working Hours
• Free access to the Bookster library
• Discount on products and services through agreed partnerships.

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Goodyear is one of the world's largest tire companies. It employs about 68,000 people and manufactures its products in 53 facilities in 20 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate.