Junior Customer Tech Support Engineer with French

We are a team of friendly and passionate engineers seeking a new junior Customer Tech Support Engineer to join our SBS team requiring fixed schedules or 24/7 coverage with capability for rotating.

You will assist customers in French and English while manifesting genuine interest for customer experience.

Your role:

You will be responsible to manage incoming calls emails and tickets from our customers apply relevant procedures to help routing adequately the cases.

Escalate complex elements to the next level of support.

You will work closely with colleagues from technical support teams and handle a set of administrative or basic technical tickets.

Key Responsibilities

• Receive triage and qualify all incoming tickets and phone calls.
• Validate entitlement classify issues using standardized rules and enrich ticket information.
• Perform firstlevel technical checks using monitoring tools and SRE runbooks.
• Detect and immediately escalate P1 incidents.
• Ensure GDPR compliance and consistent ticket quality.
• Contribute to continuous improvement by documenting findings and enhancing the knowledge base.
• Collaborate with L2/L3 SaaS Ops and product teams to maintain reliable operational flows.

Qualifications :

Mandatory skills:

• Autonomous in a CRM and desktop software.
• Bachelors degree in a technical or banking field.
• Good verbal and written communication skills in French and English

Nice to have:

• Knowledge of Cloud & microservices basics (AWS containers service health).
• Knowledge of Monitoring & diagnostics (alerts dashboards runbooks).
• Knowledge of REST API fundamentals JSON/XML literacy awareness of eventdriven flows.
• Knowledge of MongoDB and Kafka/MSK concepts.

Your profile

• Proven work experience in a similar function.
• Ability to work in a team as well as independently.
• Excellent customer service skills and passionate about helping customers resolve their issue
• Logical thinking and effective problem-solving skills

Additional Information :

Whats in it for you

Were committed to supporting our employees in every aspect of their lives from health and wellbeing to financial security and lifestyle perks. Heres a snapshot of the benefits youll enjoy as part of our team:

Competitive salary

 Health & Wellbeing: Private Medical Insurance Health Cash Plan Dental Insurance Eye Care Vouchers Flu Vaccinations

Finance & Protection: Life Assurance Critical Illness Cover Pension Plan Long Service Awards Payroll Giving Fleet car provider

Leisure & Lifestyle: Cycle to Work Scheme Holiday Trading Travel Insurance

As part of our hiring process new employees will be required to pass a confidential consumer credit check and DBS check. This is a straightforward credit check for CCJs bankruptcy and a criminal record check; however if you wish to know more about what is or is not acceptable please ask our recruitment team

Remote Work :

No

Employment Type :

Full-time