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Service Desk Analyst with French

location Bulgaria • working time Full-time • remote Remote

About the job

Matrix Eastern Europe, the offshore division of Matrix IT, one of the leading global R&D services companies with more than 10,000 professionals, is looking for a Service Desk Analyst with French to join the team of our client and partner – Brinks.

Responsibilities

  • Answer inbound phone calls from Brink’s users in both English and French language.
  • Answer inbound emails coming in the shared email box.
  • Answer inbound inquiries coming from the supported CHAT CRM tool, in both English and French language.
  • Route calls/chats/emails to appropriate colleagues or IT support groups.
  • Identify user’s needs, answer questions, perform meaningful troubleshooting actions to identify the problem and take the necessary steps to resolve it., as per the provided training materials, documents and guidance.
  • Regularly follow up with users to provide them with the status of their open tickets. As per the agreed time frames, depending on the ticket priority.
  • Collaborate with peers and senior support agents to provide proper solutions in a timely manner to the end users.
  • Collaborate with Global IT teams to get assigned tickets resolved in a reasonable time frame.
  • Documenting a summary of the inbound calls in the client CRM system.
  • Documenting actions done towards finding a proper solution that needs to be presented to the users.
  • Escalating issues to the higher level of support groups within the Brink’s organization, by documenting all steps the employees performed to identify the root cause analyses before escalating.
  • Other duties as assigned by the Leadership team.

Requirements

  • Fluency in French and English
  • Excellent customer service skills.
  • Has a passion for troubleshooting client problems and satisfying customer needs.
  • Ability to accurately assign application, network, server, and local tech issues.
  • Adaptable and Flexible: Demonstrates openness to change and can adjust quickly to shifting priorities and circumstances.
  • Experience in handling telephone calls, email requests, self-service requests and system-generated requests
  • Basic PC, Laptop, and Chromebook troubleshooting
  • Windows 7 & 10 support
  • MS Office support
  • Basic email troubleshooting
  • Customer Remote Access

What we can offer

  • Remote work and flexible working hours
  • Additional 20 days of paid leave
  • Professional and career development benefits
  • Top-quality work environment
  • Online courses
  • Online sports activities
  • Team buildings and Christmas parties
19 hours ago