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French speaking Technical Support Advisor

I am recruiting for a dynamic and enthusiastic French speaker with technical support experience to join an international company specialized in the network industry. The European Customer Services Centre provides 24/7/365 support for all client's Data Centers. As a Technical Support Advisor you will act as the first point of contact for all customers ensuring that queries and requests are managed in accordance with agreed service level agreements. Working in a 24h shift pattern (12 hour, 4 days on 4 days off rolling pattern) the position offers a basic salary of £24k pa plus a great package of benefits taking your annual salary to £30,600 pa.


Duties:

*Handling all incoming customer requests either via phone, email, CRM system or on-line customer portal.
*Resolving customer queries or escalating customer service requests to the appropriate company contact to effectively resolve the query.
*Effective & timely management of cases within the CRM system.
*Following Company escalation procedures based on the impact or severity of the customer request.
*Ensuring response time for handling customer request is within SLA.
*Alert monitoring to ensure all major or critical alerts are dealt with appropriately
*Maintaining and updating critical customer information on the customer contact database.
*Participating and promoting Customer Service improvement initiatives to ensure excellent customer service is provided.
*Participating in projects assigned by Shift Leader or Customer Service Manager.
*Contributing to ongoing process improvement projects by identifying opportunities to increase quality and efficiency.
*Providing customer training & 1st line support on portal usage.


Essential:

*Demonstrable experience of working within an international B2B company (ideally within the IT or Telecommunications industry).
*Previous experience in a customer support role where high standards of customer service are expected.
*Experience of ticket management in CRM systems.

*Basic understanding of ITIL methodology.

*An understanding of basic data centre and networking terminology, such as monitoring alarms

*Bi/tri-lingual (English and French essential, plus Spanish and/or German desirable)

*Desirable but not essential:

*Educated to Degree level

*ITIL V3 Foundation Certificate


Berater

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Jason Fontanarosa

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