Act as the first-line contact for users reporting incidents or submitting service requests.
Communicate clearly and professionally with users in English and French.
Diagnose, resolve, or escalate incidents in line with established support processes.
Document actions taken and solutions provided in the ticketing system.
Monitor ticket lifecycle, ensuring timely follow-up and resolution.
Perform call-backs, troubleshooting activities, and procedural follow-ups when required.
Manage critical and high-priority incidents according to defined guidelines.
Contribute to continuous improvement by creating or updating support documentation and procedures.
Perform account management tasks (creation, modification, deactivation) and activities requiring elevated system access.
Collaborate regularly with Key Users and Subject Matter Experts to improve service quality.
requirements-expected :
Very good command of English and French (spoken and written).
Hands-on experience with operating systems and business applications in a support environment.
Background in customer service or IT service desk roles.
Strong communication skills and a solution-oriented mindset.
Ability to work effectively in a team and manage tasks in a structured manner.
Familiarity with incident management processes and best practices.
offered :
Comprehensive benefits package including private medical care (with optional dental, senior care, and oncology packages), life insurance, and access to a flexible benefits platform offering over 40 options such as streaming services or a sports card.
Structured onboarding and Buddy Program, enabling you to learn on the job with support from experienced professionals delivering solutions for leading global organizations, including Fortune 500 companies.
Hybrid working model after onboarding, combining work from a modern office with a fully equipped home office setup (laptop, monitor, chair provided).
Extensive learning opportunities with access to more than 70 development paths and certifications (e.g. GenAI, Excel, Project Management, Business Analysis), as well as platforms such as EF Languages, Pluralsight, Coursera, Udemy Business, and TED Talks.
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
