Bilingual Service Desk Representative (English & French)
Location
Kochi | India
Job description
This is a Remote/Hybrid position working out of our Cochin Development Center.
We are looking for high-performing individuals who will:
- Candidates must be fully bilingual in French and English - in order to meet the bilingual mandatory requirement a candidate must be able to perform all duties identify in both languages
- Collaborate with other disciplines across Customer Service, Engineering, UX, and Product to design and develop solutions
- Agile and innovative, who can thrive in an environment of change and ambiguity to help us take bold and strategic moves in this rapidly evolving industry.
- Problem solvers with the ability to analyze and prioritize to meet business objectives.
What will you do
- Communicate with clients both written and verbal in both English and French.
- Provides first-line support of triage queue and ticket management using our online client ticket tracking systems (ZenDesk / Jira).
- Respond and provide troubleshooting and technical support via telephone, email and Chat within established service level targets
- Follow up with other support staff involved in resolution to ensure requests are resolved and the customer communication is complete.
- Adhere to and supports Veriday s corporate standards, service levels, policies, and procedures
- Conduct training and site reviews with client personnel on the use of the application.
- Perform content updates in Digital Agent on behalf of the customer for those that have purchased the premium service.
- Maintain and protect confidentiality regarding all aspects of corporate and client information.
- Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
What do you need to succeed
- Proven experience in providing technical support or help desk assistance in a digital content management environment.
- Familiarity with content management systems (CMS) and digital asset management (DAM) platforms.
- Strong troubleshooting and problem-solving skills, with a keen attention to detail.
- Excellent communication skills, both written and verbal, to effectively interact with users and team members.
- Ability to work independently and collaboratively in a fast-paced environment.
- Proficiency in documenting support processes and creating user manuals.
- Hands-on experience with HTML, CSS and Javascript. Other web technologies are a plus.
- A customer-centric approach with a passion for providing outstanding service.
Job tags
Salary
