IT Customer Support - French Speaker

Alpineo Consulting; Lisboa; On-site; EUR 36,000 - 48,000; Full time

Job summary

Alpineo Consulting is seeking a proactive, customer-focused support engineer to join a key client-facing team in Lisbon. The role involves handling incidents, maintaining service quality, and delivering clear updates to management in France.

You will lead a small team in practice (no direct line management) with reporting, crisis calls, and monthly committees. Fluency in French and English is required, along with rigorous, autonomous work and excellent communication.

Qualifications

• 3+ years of relevant academic background minimum.
• >10 years experience in similar functions preferred.

Responsibilities

• Provide front line support and act as primary contact for Entreprise’s clients.
• Log all questions, incidents, problems and requests with accurate and complete information.
• Research and respond to calls, emails, and requests in a timely and professional manner.
• Perform first level technical troubleshooting and problem solving.
• Prepare incident reports and follow-up on action plans.
• Maintain and update the internal knowledge base.
• Coordinate and facilitate monthly customer committees.
• Escalate requests to higher levels of support when needed.
• Communicate progress updates to customers regularly.
• Support internal project and development teams during new product releases.
• Assist with monitoring practices and tool improvements.

Skills

French

English

Customer focus

Autonomy

Communication

Analytical thinking

Problem solving

Education

Bachelor's degree or higher

Job description

Join a key client-facing support team and play a central role in delivering service excellence. Highly operational role involving direct handling of incidents while ensuring service quality across a

You will functionally lead a team of 2 based in Lisbon (no direct line management), ensuring proper ticket follow-up, preparation of client committees, and structured reporting, with regular communication to management based in France. This is a demanding environment requiring strong rigor, customer focus, autonomy, and excellent communication skills in both French and English.

Main responsibilities:

• Provide front line support and act as primary contact for Entreprise’s clients;
• Log all questions, incidents, problems and requests with accurate and complete information;
• Research and respond to all calls, e-mails, and requests in a professional, prompt, and timely manner in accordance to established guidelines and procedures;
• Perform first level technical troubleshooting and problem solving;
• Fulfil reporting, data extraction and application configuration requests;
• Escalate requests and incidents to the next level of tier support based on established guidelines and procedures;
• Provide ongoing, regular updates to customers to keep them appraised of progress toward problem resolution;
• Support internal project and development teams during new product releases roll out;
• Drive continual improvement into monitoring/measurement/alerting practices and tools;
• Communication and tracking of tickets from opening to closure;
• Organisation and facilitation of monthly customer committees;
• Implementation and creation of customer crisis calls;
• Preparation of incident reports and follow-up on action plans;
• Maintain and update the internal knowledge base;
• Work in alternating shifts with earliest start at 7:00 AM and latest finish by 18:30 PM;
• Occasional Saturday for technical operations with customers on an alternating schedule;
• 2 times a week onsite.
• Fluent in both French and English (near native level)
• Analytic and problem-solving skills

The following Skills are valued:

• Relevant academic background (3 yrs. min.)
• Previous experience in similar functions (>10 years)