French Technical Support

Job Description:
The primary focus of the Advanced Support team is to maintain a high level of client satisfaction via the fast and effective resolution of clients complex technical enquiries.
Level 2 type enquiries will be received from Western Europe teams where we will take ownership of these issues until resolution with the client. Also maintaining all levels of technical support (L1 and L2) for newly launched Products until a defined quorum of clients and base of knowledge is achieved.

Key responsibilities:
· Provide a high level of Technical Support to users.
· Ensure all customer calls are logged in the call tracking system
· Ensure cases are resolved within defined standards
· Ensure all unresolved cases are updated on a daily basis
· Ability to communicate effectively to non-technical people
· Liaise with other departments when necessary to resolve customers’ queries
· Comply with Technical Support Team quality objectives

Skills Required:
· Proven track record in the resolution of complex technical issues.
· Proven ability to work under pressure, prioritise and multitask in a changing environment.
· Proven ability in working within a team environment
· Excellent Communication Skills – both written and verbal including presentations.
· Proven record of coping with unexpected changes to plans in a professional manner.
· Delivery within competitive deadlines.
· Ability to identify process changes where required.
· Good command of the English language and also fluent French.
· Minimum 3 years experience in similar role in a technical support desk function.

For more information please contact Sinead on 01-6705070