Helpdesk Representative - French Speaking

About the role

You will play a vital role in supporting field users and internal users by providing remote troubleshooting and technical assistance over the phone. This role is ideal for someone who enjoys problem-solving, communicating with others, and delivering excellent customer service in a fast-paced IT support environment.

Responsibilities

• Provide first-level technical support to field users and internal users over the phone.
• Troubleshoot issues related to Windows operating systems, Dell hardware, and company applications.
• Guide users through problem-solving steps to resolve incidents effectively and efficiently.
• Document all calls, troubleshooting steps, and resolutions using internal ticketing systems.
• Escalate complex or unresolved issues to higher-level support teams as appropriate.
• Follow established IT procedures and contribute to the continuous improvement of support documentation.
• Maintain professionalism and patience when assisting non-technical users.

Requirements

• Strong verbal communication and customer service skills in French Language.
• Associate degree or equivalent experience in Information Technology, Computer Science, or a related field.
• 1+ years of experience providing phone-based or remote IT support.
• Basic understanding of Windows operating systems and Dell hardware platforms.
• Familiarity with IT service management concepts (e.g., ticketing systems and incident tracking).

Skills

• Experience using remote access tools and troubleshooting utilities.
• Strong analytical and problem-solving abilities for hardware and software issues.
• Understanding of basic networking concepts and connectivity troubleshooting.
• Ability to manage multiple support cases simultaneously.
• Clear and concise documentation and communication skills.

Success Factors

• Strong communication and customer service skills.
• Dependability and accountability in managing assigned tickets.
• Attention to detail and adherence to support procedures.
• Initiative to learn and improve support processes.
• Comfort working in a structured, high-volume support environment.