Tech Support Team Lead & Trainer for Front Office

Keoni; Paris; Hybride; EUR 42 000 - 62 000; Plein temps

Résumé du poste

Keoni Europe seeks a Team Leader & Trainer for Support Technicians to guide Front Office staff in incident handling and service quality. You will develop training materials, manage assessments, and monitor ticket quality to ensure consistent customer support.

In this role, you will maintain the knowledge base in ServiceNow, serve as the primary contact for technicians, and drive continuous improvements in processes and communications. Strong ITIL knowledge and teaching ability are essential.

Qualifications

• Strong writing and teaching skills.
• Familiarity with ITIL processes and ServiceNow.
• Knowledge of Windows, email, Office suite and browsers.

Responsabilités

• Training Front Office technicians with diverse profiles.
• Create and maintain training materials including booklets and assessment quizzes.
• Raise technician awareness of high-quality incident/request handling and customer service culture.
• Maintain knowledge base and input templates in ServiceNow.
• Evaluate ticket information quality and incident handling to identify improvements.
• Support Front Office technicians during peak periods and incidents; act as contact point to improve resolution rate.

Connaissances

Training management

Front Office

ITIL

ServiceNow

Knowledge management

Incident analysis

Teaching skills

Outils

ServiceNow

Description du poste

Keoni Europe seeks a Team Leader & Trainer for Support Technicians to guide Front Office staff in incident handling and service quality. You will develop training materials, manage assessments, and monitor ticket quality to ensure consistent customer support.

In this role, you will maintain the knowledge base in ServiceNow, serve as the primary contact for technicians, and drive continuous improvements in processes and communications. Strong ITIL knowledge and teaching ability are essential.