Customer Support Engineer - Poitiers, Vienne, France - Digisourced.

Description

Hello Network

I hope you're all doing great today.

I am currently recruiting for an interesting Customer Support Engineer role working for a major French Client based in Poitiers, France:

Duration: 6-12 months + extensions

Location: Poitiers (Hybrid Working)

Pay Rate: euros/per day

French & English Speaking

Experience: 2-4 years

Mission?

• Are you a skilled communicator with a knack for problem-solving? We're on the lookout for a Customer Support Engineer to join our team in Poitiers, France. In this role, you'll be the voice of our company, delivering exceptional support to our global customers while ensuring their satisfaction and delight.

Responsibilities:

• Handle incoming calls from customers worldwide, providing professional and positive responses to their queries.
• Utilize your 3+ years of call-taking experience to effectively address customer concerns.
• Demonstrate fluency in English and French, ensuring seamless communication with our diverse clientele.
• Proficiency in ServiceNow is preferred, providing an added advantage in addressing customer needs.
• Take ownership of escalated tickets, conducting thorough technical analysis and guiding customers to resolution through support calls or appropriate channels.
• Resolve complex issues that first-tier service desk support may be unable to handle independently.
• Collaborate with various teams to troubleshoot and resolve underlying service disruptions or core problems.
• Embrace feedback as a tool for continuous improvement and professional growth.
• Apply knowledge of incident management and service request handling to efficiently address customer issues.
• Foster trusting relationships with colleagues and agents, facilitating effective collaboration and issue resolution.
• Adhere to best practices in ticket management, ensuring timely updates and efforts to meet service level agreements.
• Leverage experience in virtual desktop environments and IT service management (ITSM) to enhance support operations.
• Identify opportunities for process improvements and implement necessary changes to enhance efficiency and customer satisfaction.
• Competencies: IT Service Desk

Essential Skills:

• Knowledge of ServiceNow or similar platforms
• Ability to handle escalated technical issues effectively
• Familiarity with incident management and service request handling
• Experience working within virtual desktop environments and ITSM

If you are interested, or you know someone who could be please reach out and we can arrange a time to discuss?