Remote Technical Support - French

Responsibilities

• Provide technical support via telephone or electronically to customers, partners and HPE employees in line with defined CSC procedures. This will include diagnosis of hardware problems and software support.

• Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).

• Resolve incoming internal or external businesses and end user’s problems via telephone and e-support.

• Elevate calls to the appropriate skill level in line with defined CSC procedures in order to ensure timely resolution and to maintain customer satisfaction.

• Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS).

• Proactively assist customers to avoid or reduce problem occurrence.

• Engages team members for support as required to ensure internal or external business and end user SLA demands are met.

• To consistently set and meet customer expectations and continually develop customer service skills.

Education and Experience

• IT engineering Diploma or 3 year completion beyond High School level and beyond

• Ideally a minimum of 2 years’ experience of working in a customer facing role, either telephone or face to face. Helpdesk experience is an advantage.

Knowledge and Skills

• Excellent verbal and written communication skills in French

• Excellent analytical and problem solving skills.

• Software and hardware knowledge of computing, storage and peripheral devices.

• Superior customer service skills.

• Phone and remote support experience is a plus.