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Bilingual Service Desk Representative (English/French)



Kochi, Kerala, India
Posted on Tuesday, April 23, 2024

We are looking to hire a Bilingual (English/French) Service Desk Representative to join our growing company for a full-time employment. As a member of the Client Support team you will be responsible for providing exceptional technical support and assistance related to our digital content management system (Digital Agent) At the forefront of our Advisor Support Centre's Client Support Team, you'll play a pivotal role in ensuring the seamless operation of our digital CMS platform, Digital Agent. Your contribution is essential to upholding our commitment to top-tier client service and technical support.

Position: Bilingual Service Desk Representative (Remote/Hybrid)

What You Will Do:-

  • Act as the primary point of contact for clients requiring assistance with our Digital Agent system, handling tasks from content management updates to troubleshooting.
  • Monitor and manage the triage queue, administering ticket management via platforms such as ZenDesk and Jira.
  • Provide support and resolve issues via phone, email, and live chat, meeting predefined service level targets.
  • Collaborate with Customer Service, Engineering, UX, and Product Development teams to develop and refine solutions.
  • Conduct training sessions and site reviews to ensure client proficiency with our applications.
  • Update and curate digital content for clients subscribed to premium services.
  • Maintain strict confidentiality regarding all corporate and client information.
  • Cultivate positive client relationships by delivering thorough and timely solutions, maintaining professional communication, and grasping deep problem insights.

What do you need to succeed:-

  • Excellent communication skills in English & French, proficient in presenting instructions and patiently working with clients to ensure directions are understood.
  • Agile, innovative professionals comfortable in fast-paced and ambiguous environments, consistently delivering outstanding solutions.
  • Strong problem-solving skills to assess, prioritize, and troubleshoot issues aligned with business objectives.
  • Ability to decipher client needs even when not expressed in technical terms.
  • Solid background in technical support or help desk roles, particularly in digital content management settings (CMS).
  • Proficiency in HTML, CSS, and ideally, other web technologies like JavaScript.
  • Team players capable of independent work with a focus on customer satisfaction and process documentation.
  • Self-motivated individuals eager to research, learn independently, and adapt swiftly to new challenges, yet unafraid to seek assistance when needed.

We offer a competitive salary, casual work space and great people to collaborate with. If this job sounds perfect for you, please apply.