IT Help Desk

Your future mission within the application support team:

• Ensure the efficient processing of all incoming requests (telephone, e-mails, etc.) from internal or external customers and partners, in full compliance with quality, control, security and confidentiality standards and procedures.
• Guarantee a high-quality customer relationship and contribute to its continuous improvement (customer care and satisfaction), notably by promptly escalating any signs of dissatisfaction.
• Ensure strict adherence to professional secrecy, particularly concerning data confidentiality.

Contribute to continuous efficiency improvement by:

• Participating in the dissemination of best practices and knowledge-sharing initiatives.
• Ensuring the reporting of malfunctions, anomalies and incidents.
• Being proactive and suggesting opportunities for process and organizational improvements.
• Contributing to the updating of procedures and operating guidelines.

Qualifications

• Knowledge of customer complaints, questions and problems management techniques as well as call taking management
• Ability to collaborate/work in a team, adaptability and be results-oriented
• Putting into practice customer relationship techniques, rigor and resilience
• Use of management and decision-making tools
• French as a mother tongue / fluent
• Good command of computer tools