Full Time
Cairo
Posted 2 weeks ago
Pillars Recruitment

French Speaker Help Desk Representative (Multinational) Large IT Co

Job Description:

Job Description

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

  • Position works in high call volume Helpdesk environment supporting customers (both internal and external) and their analysts in providing problem resolution for products and services
  • Responsible for Remotely delivering solutions, dispatching service personnel and when appropriate verify resolution of a customer’s issue that has not been escalated; Work directly with the customer to understand the problem, and /or escalate problem to the next level
  • Following the documented Remote Incident Management Process, position’s primary responsibility is to perform Level I technical troubleshooting of retail point-of-sale devices; Reviews incident history to determine recurring faults
  • Provide technical phone support on Retail products, systems and various software products; Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability; Take ownership of service request from customer and ensure timely and satisfactory resolution of problem
  • Escalate both internally and externally when required according to defined Escalation Paths
  • Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches
  • Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status information
  • Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with current standards; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem
  • Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in the knowledge database; Verify resolution of problem with the customer; Record information into the ITSM Tool (NEOS)
  • Document, verify and make appropriate corrections to the incident record and customer profile; Ensure thorough documentation of problem description and all subsequent activity; Write knowledge articles based on lessons learned in resolving customer issues
  • Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward and recognition programs
  • Participate in special projects as assigned to continuously improve processes, tools, systems and organization; Coordinate project start up activities;
  • Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer’s solution
  • Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines              
  • Manage operations during scheduled shifts covering 24×7, making use of on-hand tools and observations  
 

Job Requirements

BASIC QUALIFICATIONS:

  • High School Diploma or equivalent 
  • 0-2 years of related experience 
  • Advanced knowledge level of Windows OS; Advanced knowledge of the Internet including applications and protocols as well standard network monitoring and analyzing tools; Advanced trouble-shooting skills with MS Office and standard applications.
  • High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards)
  • Excellent communication skills at all levels including excellent listening skills
  • Possess strong customer service skills and be able to work in a dynamic team environment
  • Advanced problem solving and troubleshooting skills
  • Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment

PREFERRED QUALIFICATIONS:

  • Associate degree preferred
  • 2+ years of call center experience 
  • Experience in providing in-house escalation assistance
  • A track record showing initiative leading to positive results

Job Features

Job CategoryBanking & Contact Center, Information Technology (IT)
Job LevelEntry Level
LocationCairo
FunctionIT - Multinational

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