French Service Desk Agent

Job Category: Customer Service

Description
As a Service Desk Agent, you will be the first point of contact for technical and customer support inquiries for our French-speaking stakeholders. The ideal candidate will be an effective communicator, an analytical problem solver, and have the ability to in a fast-paced environment.

Responsibilities (What You’ll Do)

• Handle incoming client contacts and escalations with compassion and proactivity to prioritize their needs and provide unique solutions to problems.
• Own the Stakeholder Experience by liaising with diverse Helpdesks (for troubleshooting assistance), product partners (both certified through the client and third-parties), and Quality Engineering teams.
• Coordinate regular calls with the client for refills and upgrades to product accessories.
• Process both client-generated and internally generated service request tickets within specified delivery times.
• Provide administrative support to certify client details and alter any incorrect information within our stakeholder’s client database.
• Provide services to clients like Air Liquid, Goldman Sachs, eBay, Fiat, NHS Hospitals (UK), and Cambridge Universities with a high level of responsibility.
• Manage supply-related requests by phone, portals, email, or chat.
• Our clients request consumables that can be either toners, fusers, drums (part of a printer), or anything that is consumable within the printer.
• The Service Desk Agent validates if the request is:
  • a) already in the premises
  • b) if the order is already placed for it
  • c) the status of the request
• This is a non-technical role.

Requirements (What We’re Looking For)

• High School Diploma or Secondary School Completion Equivalent
• Minimum of a year’s experience in a Customer Support or client-facing role in a multi-national environment (preferable)
• Close familiarity with Computers and Digital Network configurations, including advanced-level working knowledge of the Microsoft Office Suite
• Adaptable to working alongside the time zone and calendar of local stakeholders

Required Language Thresholds

• English (B2 - C1: Independent User Level)
• French (C2: Native-Level Fluency)

Benefits

• Competitive Salary + Language Bonus
• Meal Allowance on Card
• Career Progression Opportunities
• Staff Canteen with varied food options and river-facing balcony seating
• Well-rounded Health and Life Insurance Packages
• On-site gym: includes indoor pool access, fitness classes, and a football pitch