Helpdesk Agent (French)

Crit; Santa Cruz de Tenerife; On-site; EUR 18,000 - 24,000; Full time

Job summary

Crit in Spain seeks a customer support specialist to assist customers by phone, email and web, providing technical help and problem solving. You will identify and prioritize issues, analyze problems, and propose resolution plans while contributing to knowledge base submissions to improve the helpdesk.

The role also involves training participation and collaboration to uphold strong customer service values. Join a team focused on quality support, continuous learning, and effective escalation of

Responsibilities

• Interact with customers via telephone, email and the web, providing technical support and problems solving abilities.
• Identify, evaluate and prioritize customer problems and complaints.
• Analyze customer problems and formulate plans of resolution.
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
• Evaluate new services, processes and technologies introduced at the helpdesk.
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
• Work with departmental staff to promote, develop, and maintain strong customer service values.
• Escalate unresolved issues to support leads, designated (Client) service group.

Job description

• Interact with customers via telephone, email and the web, providing technical support and problems solving abilities.
• Identify, evaluate and prioritize customer problems and complaints.
• Analyze customer problems and formulate plans of resolution.
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
• Evaluate new services, processes and technologies introduced at the helpdesk.
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
• Work with departmental staff to promote, develop, and maintain strong customer service values.
• Escalate unresolved issues to support leads, designated (Client) service group.