French-Speaking Helpdesk Coordinator
French-Speaking Helpdesk Coordinator
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Job Description
Job Title: FrenchSpeaking Helpdesk Coordinator (Onsite/Hybrid Lisbon)
Job Location: Lisbon Portugal (Onsite/Hybrid)
Position Type: FullTime
Job Overview:
We are looking for a FrenchSpeaking Helpdesk Coordinator to join our dynamic team in Lisbon. This role combines onsite and hybrid work offering flexibility and a collaborative environment. You will be responsible for coordinating and overseeing helpdesk operations providing technical assistance and ensuring smooth daytoday support for Frenchspeaking clients. If youre a proactive problemsolver with excellent communication skills wed love to have you on board!
Key Responsibilities:
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Helpdesk Coordination: Oversee and manage daily helpdesk operations ensuring that all client requests and technical issues are addressed in a timely and efficient manner.
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FirstLine Support: Provide technical assistance to Frenchspeaking clients via phone email or chat offering quick resolutions to ITrelated issues.
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Ticket Management: Coordinate the triage and escalation of helpdesk tickets ensuring they are assigned to the appropriate team members and followed up on until resolved.
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Client Communication: Maintain clear and effective communication with Frenchspeaking clients ensuring they receive updates on ticket status and any necessary troubleshooting steps.
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Technical Issue Resolution: Assist clients with troubleshooting technical issues guiding them through common solutions and escalating more complex problems to the appropriate technical teams.
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Process Improvement: Continuously evaluate and optimize helpdesk processes to improve response time customer satisfaction and overall service quality.
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Documentation: Maintain comprehensive records of helpdesk incidents resolutions and client communications in the ticketing system for future reference and reporting.
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Team Collaboration: Work closely with the technical support team to ensure all tickets are managed efficiently and solutions are implemented effectively.
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Reporting: Generate regular reports on helpdesk performance including ticket volume response time and issue resolution and share insights with management.
Requirements:
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Fluent in French: Native or nearnative proficiency in French (both written and spoken).
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English Proficiency: Strong communication skills in English for internal collaboration and documentation.
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Helpdesk Experience: Previous experience in a helpdesk or IT support role is preferred.
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Technical Skills: Basic understanding of IT systems software and troubleshooting methods. Experience with ticketing systems and helpdesk software is a plus (e.g. Jira Zendesk Freshdesk).
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ProblemSolving Abilities: Strong troubleshooting skills with the ability to identify and resolve issues efficiently.
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Excellent Communication: Clear and professional communication skills with the ability to explain technical information in an easytounderstand manner.
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Customer Service Focus: Strong customer service orientation with a focus on providing a positive experience for all clients.
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Organizational Skills: Ability to manage multiple tickets and tasks simultaneously while ensuring deadlines are met.
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Adaptability: Comfortable in a hybrid work environment balancing onsite and remote work effectively.
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Team Player: Able to collaborate and communicate effectively with other team members and departments.
Preferred Qualifications:
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IT Certifications: Any relevant IT certifications (e.g. CompTIA ITIL Microsoft certifications) are a plus.
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Previous Hybrid Work Experience: Experience working in a hybrid work environment is beneficial but not required.
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Technical Knowledge: Familiarity with common operating systems network protocols and IT support tools is a plus.
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Knowledge of Additional Languages: Proficiency in other languages (e.g. Portuguese Spanish or German) would be an advantage.
What We Offer:
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Hybrid Work Environment: Enjoy a flexible hybrid work model with a mix of onsite and remote work options.
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Competitive Salary: A competitive salary package based on experience and qualifications.
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Career Development: Opportunities for growth within the company with access to training and development resources.
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Supportive Team: Join a collaborative and dynamic team where your contributions are valued.
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WorkLife Balance: Flexible working hours and a supportive work culture that encourages a healthy worklife balance.
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Benefits Package: Health insurance professional development opportunities and more.
Employment Type
Full Time
