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Matrix Global Services– Eastern Europe Bulgaria

Service Desk Analyst with French

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Fully Remote - Customer Support Fully Remote

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Customer Support 53
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    About the job

    Matrix Eastern Europe, the offshore division of Matrix IT, one of the leading global R&D services companies with more than 10,000 professionals, is looking for a Service Desk Analyst with French to join the team of our client and partner – Brinks.

    Responsibilities

    • Answer inbound phone calls from Brink’s users in both English and French language.
    • Answer inbound emails coming in the shared email box.
    • Answer inbound inquiries coming from the supported CHAT CRM tool, in both English and French language.
    • Route calls/chats/emails to appropriate colleagues or IT support groups.
    • Identify user’s needs, answer questions, perform meaningful troubleshooting actions to identify the problem and take the necessary steps to resolve it., as per the provided training materials, documents and guidance.
    • Regularly follow up with users to provide them with the status of their open tickets. As per the agreed time frames, depending on the ticket priority.
    • Collaborate with peers and senior support agents to provide proper solutions in a timely manner to the end users.
    • Collaborate with Global IT teams to get assigned tickets resolved in a reasonable time frame.
    • Documenting a summary of the inbound calls in the client CRM system.
    • Documenting actions done towards finding a proper solution that needs to be presented to the users.
    • Escalating issues to the higher level of support groups within the Brink’s organization, by documenting all steps the employees performed to identify the root cause analyses before escalating.
    • Other duties as assigned by the Leadership team.

    Requirements

    • Fluency in French and English
    • Excellent customer service skills.
    • Has a passion for troubleshooting client problems and satisfying customer needs.
    • Ability to accurately assign application, network, server, and local tech issues.
    • Adaptable and Flexible: Demonstrates openness to change and can adjust quickly to shifting priorities and circumstances.
    • Experience in handling telephone calls, email requests, self-service requests and system-generated requests
    • Basic PC, Laptop, and Chromebook troubleshooting
    • Windows 7 & 10 support
    • MS Office support
    • Basic email troubleshooting
    • Customer Remote Access

    What we can offer

    • Remote work and flexible working hours
    • Additional 20 days of paid leave
    • Professional and career development benefits
    • Top-quality work environment
    • Online courses
    • Online sports activities
    • Team buildings and Christmas parties
    Submit your application