As a Technical Support Specialist, working directly with Support Team Lead, Jacqueline, you’ll be a vital part of our team, ensuring smooth resolution of technical incidents and client requests. This role is perfect for tech enthusiasts dedicated to delivering exceptional customer service.

Key Responsibilities:

- Oversee end-to-end management of technical incidents via phone support.
- Promptly resolve technical issues, collaborating with cross-functional teams.
- Analyze requirements, offering effective solutions for client needs.
- Ensure compliance with Service Level Agreements in all client interactions.
- Clearly communicate technical information to diverse audiences.
- Efficiently manage tickets, prioritizing based on urgency and impact.
- Collaborate with internal teams to escalate and resolve high-priority issues.

About You:

- You’re organized, independent and proactive, and taken an active interest in your work
- You demonstrate empathy and a strong sense of customer relationship
- You have good analysis capacities and enjoy problem-solving
- You’re good at verbal and written communication
- You know how to explain technical issues to any person you’re talking to, regardless of their technical knowledge
- You master the network domains, VoIP, TCP/IP, internet, etc.
- You’re versatile, thorough and can quickly get to grips and understand the solutions/tools that you’ll be working with.

You are fluent in French and English. Spanish is a +

Knowledge of the Zendesk, Jira and Salesforce tools is appreciated