Support Analyst First Line (French)

Responsibilities • Interact with customers via telephone, e-mail, and the web, providing technical support and problem-solving abilities.
• Identify, evaluate, and prioritize customer problems and complaints.
• Analyze customer problems and formulate plans of resolution.
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
• Evaluate new services, processes, and technologies introduced at the helpdesk.
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements.
• Work with departmental staff to promote, develop, and maintain strong customer service values.
• Escalate unresolved issues to support leads, designated (Client) service group.
Mandatory Skills • Mandatory languages: French • Basic PC Skills • Good communication skills • Availability to work in shifts: 7x24 (40 hours per week - 5 days per week) • Advanced experience in Organization Development: Service Orientation, Insight, Proactive Cooperation • Basic understanding of the principles, theories, and practices of group dynamics and/or team development • Basic Business Development: Results Focused, Initiative • Customer-oriented • Experience: No specific experience is required (initial training) #J-18808-Ljbffr