French-Speaking Helpdesk Coordinator (Onsite / Hybrid - Lisbon)

CBT; Paris; Hybride; EUR 30 000 - 50 000; Plein temps

Résumé du poste

Une entreprise dynamique recherche un Coordinateur Helpdesk francophone pour rejoindre son équipe à Lisbonne. Ce rôle offre un environnement de travail hybride flexible, où vous serez responsable de la coordination des opérations du helpdesk et de l'assistance technique pour les clients francophones. Si vous êtes un résolveur de problèmes proactif avec d'excellentes compétences en communication, cette opportunité est faite pour vous. Rejoignez une équipe collaborative et contribuez à améliorer la satisfaction client tout en développant vos compétences dans un cadre enrichissant.

Prestations

Environnement de travail hybride

Salaire compétitif

Développement de carrière

Équipe de soutien

Équilibre travail-vie

Assurance santé

Qualifications

• Fluent in French and strong English communication skills required.
• Previous helpdesk or IT support experience preferred.

Responsabilités

• Oversee daily helpdesk operations and manage client requests efficiently.
• Provide technical assistance to French-speaking clients via multiple channels.

Connaissances

Compétences en communication

Résolution de problèmes

Orientation client

Compétences organisationnelles

Travail d'équipe

Formation

Certifications IT

Outils

Jira

Zendesk

Freshdesk

Description du poste

Job Title : French-Speaking Helpdesk Coordinator (Onsite / Hybrid - Lisbon)

Job Location : Lisbon, Portugal (Onsite / Hybrid)

Position Type : Full-Time

Job Overview :

We are looking for a French-Speaking Helpdesk Coordinator to join our dynamic team in Lisbon. This role combines onsite and hybrid work, offering flexibility and a collaborative environment. You will be responsible for coordinating and overseeing helpdesk operations, providing technical assistance, and ensuring smooth day-to-day support for French-speaking clients. If you’re a proactive problem-solver with excellent communication skills, we’d love to have you on board!

Key Responsibilities :

1. Helpdesk Coordination : Oversee and manage daily helpdesk operations, ensuring that all client requests and technical issues are addressed in a timely and efficient manner.
2. First-Line Support : Provide technical assistance to French-speaking clients via phone, email, or chat, offering quick resolutions to IT-related issues.
3. Ticket Management : Coordinate the triage and escalation of helpdesk tickets, ensuring they are assigned to the appropriate team members and followed up on until resolved.
4. Client Communication : Maintain clear and effective communication with French-speaking clients, ensuring they receive updates on ticket status and any necessary troubleshooting steps.
5. Technical Issue Resolution : Assist clients with troubleshooting technical issues, guiding them through common solutions and escalating more complex problems to the appropriate technical teams.
6. Process Improvement : Continuously evaluate and optimize helpdesk processes to improve response time, customer satisfaction, and overall service quality.
7. Documentation : Maintain comprehensive records of helpdesk incidents, resolutions, and client communications in the ticketing system for future reference and reporting.
8. Team Collaboration : Work closely with the technical support team to ensure all tickets are managed efficiently and solutions are implemented effectively.
9. Reporting : Generate regular reports on helpdesk performance, including ticket volume, response time, and issue resolution, and share insights with management.

Requirements :

1. Fluent in French : Native or near-native proficiency in French (both written and spoken).
2. English Proficiency : Strong communication skills in English for internal collaboration and documentation.
3. Helpdesk Experience : Previous experience in a helpdesk or IT support role is preferred.
4. Technical Skills : Basic understanding of IT systems, software, and troubleshooting methods. Experience with ticketing systems and helpdesk software is a plus (e.g., Jira, Zendesk, Freshdesk).
5. Problem-Solving Abilities : Strong troubleshooting skills, with the ability to identify and resolve issues efficiently.
6. Excellent Communication : Clear and professional communication skills, with the ability to explain technical information in an easy-to-understand manner.
7. Customer Service Focus : Strong customer service orientation, with a focus on providing a positive experience for all clients.
8. Organizational Skills : Ability to manage multiple tickets and tasks simultaneously while ensuring deadlines are met.
9. Adaptability : Comfortable in a hybrid work environment, balancing onsite and remote work effectively.
10. Team Player : Able to collaborate and communicate effectively with other team members and departments.

Preferred Qualifications :

1. IT Certifications : Any relevant IT certifications (e.g., CompTIA, ITIL, Microsoft certifications) are a plus.
2. Previous Hybrid Work Experience : Experience working in a hybrid work environment is beneficial but not required.
3. Technical Knowledge : Familiarity with common operating systems, network protocols, and IT support tools is a plus.
4. Knowledge of Additional Languages : Proficiency in other languages (e.g., Portuguese, Spanish, or German) would be an advantage.

What We Offer :

1. Hybrid Work Environment : Enjoy a flexible hybrid work model, with a mix of onsite and remote work options.
2. Competitive Salary : A competitive salary package based on experience and qualifications.
3. Career Development : Opportunities for growth within the company, with access to training and development resources.
4. Supportive Team : Join a collaborative and dynamic team where your contributions are valued.
5. Work-Life Balance : Flexible working hours and a supportive work culture that encourages a healthy work-life balance.
6. Benefits Package : Health insurance, professional development opportunities, and more.