(French & English) Helpdesk Technician

Eugenia Talent; Oeiras; On-site; EUR 20,000 - 24,000; Full time

Benefits offered by this job

Health insurance

Meal allowance

Transport subsidy

Office in Oeiras

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Communication

Time management

Multitasking

IVR management

Channel automation

Call distribution

Technical skills

English

French

Tools

CRM systems

Ticketing system

Job description

About the job (French & English) Helpdesk Technician

Type of position

Full-time position

Key languages

Sector

IT / Helpdesk

About our Client

Are you passionate about IT & CRM solutions ? We are looking for a Helpdesk Technician to join a French company, a leader in the customized assistance industry. Our client trust us to find the best addition to their team. If you would like to work in an environment where the excellence and professionalism is valued, this opportunity is for you!

The Offer

• Manage the communication with all external suppliers
• Ensure the compliance in terms of SLAs
• Make sure to implement and inform our partners of the new versions of the contact center solutions
• Handle and escalte the incidents through the ticketing system and internally inform about the potential impact
• Work closely with the CRM Product team and the business teams to define and implement the new contact center solutions (for instance voice, sms, chat and WhatsApp)
• Provide improvement ideas to grow the operations performances
• Help to design, build and implement the omnichannel project
• Support the transitions and assist the omnichannel transformation
• Stay up to date on specific topic and participate the benchmarks (workforce management, asynchronous chat, WhatsApp push)

Requirements

• Excellent communication skills in English (French is preferable)
• At least 3 years of experience working in a contact center environment
• Able to multi-task, to be proactive and good with time managementStrong knowledge of the contact center specificities (IVR management, channel automation, call distribution, etc.)
• Technical mind and problem-solving skills

• Attractive salary
• Permanent contract
• Health insurance
• Meal allowance
• Transport subsidy
• Great office space in Oeiras (with good public transport access)

The Process

1. Submit your application and don’t forget to send an updated CV
2. Get a call by our Recruitment Specialist
3. Start your interview process
4. Get selected
5. Start your journey!