On behalf of one of our clients, we are looking for bilingual Helpdesk agents, speaking fluently in French and English with a significant experience.
Reporting to the helpdesk team leader, your main tasks will include
* Receiving and managing user requests
* Monitoring and handling technical incidents
* Complete incident diagnosis for an intervention
* Incidents input
* Handling recurring incidents
* Quality of the IT support service
- Perfect fluency in French AND English (processing in both languages at the same time)
- Knowledge of operating systems (Windows, MacOS, etc.)
- Proficiency in common applications, including the Microsoft Office suite.
- Understanding of computer networks, communication protocols, and firewalls.
- Familiarity with basic concepts of computer security.
- Ability to diagnose and resolve hardware and software issues.
- Understanding of ticket management systems and support databases.
- Excellent verbal communication skills for assisting users over the phone or via Chats.
- Ability to write clear and precise responses in emails or support documents.
- Ability to analyze a problem, identify underlying causes, and develop effective solutions.
- Systematic use of problem-solving methods.
- Effective management of support tickets to ensure appropriate follow-up.
- Ability to prioritize requests based on urgency and importance.
- Ability to handle multiple support requests simultaneously.
- Maintaining service quality while working on multiple tasks.
- The technology industry evolves rapidly, so a helpdesk technician must be prepared to learn new skills and stay up-to-date.