Bilingual Helpdesk Technician (EN/FR) – Omnichannel CRM

Eugenia Talent; Oeiras; Presencial; EUR 20 000 - 24 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Meal allowance

Transport subsidy

Office in Oeiras

Resumo da oferta

Eugenia Talent is seeking a Helpdesk Technician to join a dynamic IT/CRM environment in the greater Oeiras area. The role focuses on managing external suppliers, ensuring SLA compliance, and implementing omnichannel contact center solutions.

You will collaborate with CRM Product and business teams to enhance voice, SMS, chat and WhatsApp channels. The ideal candidate has 3+ years in a contact center, excellent English (French preferred), and strong technical problem- solving skills.

Qualificações

• 3+ years in a contact center environment.
• Excellent English; French is preferred.
• Strong knowledge of IVR, channel automation and call distribution.
• Technical problem-solving mindset.

Responsabilidades

• Manage communications with external suppliers.
• Ensure SLA compliance.
• Inform partners of new versions of contact center solutions.
• Handle incidents via ticketing system and report impact.
• Collaborate with CRM Product and business teams on omnichannel solutions.
• Propose improvements to grow operations performance.
• Design, build and implement omnichannel projects.
• Support omnichannel transformation.
• Stay updated and benchmark workforce management, asynchronous chat, WhatsApp push.

Conhecimentos

Communication

Time management

Multitasking

IVR management

Channel automation

Call distribution

Technical skills

English

French

Ferramentas

CRM systems

Ticketing system

Descrição da oferta de emprego

Eugenia Talent is seeking a Helpdesk Technician to join a dynamic IT/CRM environment in the greater Oeiras area. The role focuses on managing external suppliers, ensuring SLA compliance, and implementing omnichannel contact center solutions.

You will collaborate with CRM Product and business teams to enhance voice, SMS, chat and WhatsApp channels. The ideal candidate has 3+ years in a contact center, excellent English (French preferred), and strong technical problem- solving skills.