Technical Support Specialist with French

About the project

Pentalog is recruiting a French-speaking Technical Support Specialist to act as the first point of contact for our customers and employees within a local management office.

In this role, you will work within the Technical Support team but you may also be involved in other project-based actions.

As a Front Desk Specialist, you’ll be responsible for all the phases of the internal IT Service Desk operations, that’s why you’ll be required to work in a timely and efficient manner while making sure attendance, quality, and service metrics are being met.
The Regional Service Desk Manager will be the key person who overviews your activity and assists you when needed. 

Job requirements

• Experience in providing support to customers in a call center/service desk with direct contact with customers;
• Proven experience in using the computer;
• Basic IT knowledge in:
• WindowMac OS X, Linux Ubuntu;
• MS Office, Office 365;
• Basic User & Security Group Active Directory administration.
• Excellent communication and customer service skills;
• Ability to communicate problems/issues in a non-technical manner;
• Analytical thinking and task performing;
• Willingness to take initiatives, hands-on and result-driven;
• Focus on time management and organization skills while multitasking;
• High motivation and willingness to learn;
• Pro-active and team player;
• Fluency in French and English.

Responsibilities

• Work closely with other members of the IT group to support remote all end-users, in their day-to-day computer hardware and software needs;
• Provide technical guidance for the company’s employees/customers in activities associated with identifying, prioritizing, and resolving problems via telephone, chat, and e-mail;
• Screen, refer, and diagnose internal inquiries and work requests relating to PC maintenance;
• Participate in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all online system problems are resolved in an accurate and timely manner;
• Take ownership of user incidents and follow up their status on behalf of the user and communicate progress promptly;
• Escalate unresolved calls to the relevant Resolver Group;
• Support the purchasing process and interact with external vendors/service providers;
• Provide stats for the weekly Service Desk report on call trends and service management;
• Inform customers of outages, known errors, and resolution progress;
• Assist in updating the technical information database, the Service Desk knowledge base, Service Desk workflow, and procedures;
• Ensure Key metrics and SLAs are met and service is delivered as expected.

Extra skills

• Working experience with ITIL framework;
• Proficiency in Excel;
• Working experience with Cloud services, Windows Server environments, Active Directory services.

Benefits

• Healthcare benefits (Private Medical Insurance, various extra medical advantages);
• A more active lifestyle with the help of our PentaSport activities;
• French and English courses;
• Free pass to learning platforms;
• Meal vouchers;
• Mentorship programs;
• Access to a technology roadmap;
• Full support to upgrade yourself (conferences and certifications);
• New-born maternity grant;
• A front-row seat to PentaBARs – our after-work tech events with a twist.

About Pentalog

As a leading European Software Services company operating internationally in France, Romania, Germany, Poland, Moldova, UK, Vietnam, Mexico, and USA, we employ over 1,200 engineers and IT experts who work in a very dynamic, multicultural working environment.

At Pentalog, your talents & ambitions are recognized and rewarded; we offer plenty of opportunities to develop as an individual, as well as a professional, and we reward our collaborators who understand the importance of self-improvement.