French - Customer Service Representative (GLOBAL MULTINATIONAL FIRM)

Job Description

The position is based on helping customers and the analysis’s to provide troubleshooting for company products and services

The job also requires working with the customer directly, dispatching service personnel, deliver solutions and find any unresolved issues the customer might have had.

The main requirement is to perform Level I technical troubleshooting of retail point-of-sale devices; in addition to reviewing the history and determining recurring faults

• Provide technical phone support on Retail products, systems and various software products
• Provide helpful and creative solutions to problems with a moderate nature to maximize product or system availability
• Take ownership of service request by ensuring the customer’s satisfaction and timely solution for the problem
• Follow escalation paths and escalate internally and externally when required
• Improve and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
• Assist in the resolution of user and support to ensure timely distribution of knowledge and customer satisfaction.
• Updates work orders and provides status information
• Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with current standards
• Use tools to Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in the knowledge database; Verify resolution of problem with the customer;
• Ensure thorough documentation of customer profile, problem description and all subsequent activity
• Write knowledge articles based on lessons learned in resolving customer issues
• Participate in team meetings, activities, objective setting, performance management, reward and recognition programs
• Participate in special projects as assigned to continuously improve processes, tools, systems and organization
• Coordinate project start up activities
• Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution
• Support less experienced colleagues on the help desk through joint working, monitoring, direct feedback and knowledge sharing according to provided timelines
• Making use of on-hand tools and observations