French-Speaking Helpdesk Coordinator

Job Title: French-Speaking Helpdesk Coordinator (Onsite/Hybrid - Lisbon)

Job Location: Lisbon, Portugal (Onsite/Hybrid)

Position Type: Full-Time

We are looking for a French-Speaking Helpdesk Coordinator to join our dynamic team in Lisbon. This role combines onsite and hybrid work, offering flexibility and a collaborative environment. You will be responsible for coordinating and overseeing helpdesk operations, providing technical assistance, and ensuring smooth day-to-day support for French-speaking clients. If you're a proactive problem-solver with excellent communication skills, we'd love to have you on board

• Helpdesk Coordination: Oversee and manage daily helpdesk operations, ensuring that all client requests and technical issues are addressed in a timely and efficient manner.

• First-Line Support: Provide technical assistance to French-speaking clients via phone, email, or chat, offering quick resolutions to IT-related issues.

• Ticket Management: Coordinate the triage and escalation of helpdesk tickets, ensuring they are assigned to the appropriate team members and followed up on until resolved.

• Client Communication: Maintain clear and effective communication with French-speaking clients, ensuring they receive updates on ticket status and any necessary troubleshooting steps.

• Technical Issue Resolution: Assist clients with troubleshooting technical issues, guiding them through common solutions and escalating more complex problems to the appropriate technical teams.

• Process Improvement: Continuously evaluate and optimize helpdesk processes to improve response time, customer satisfaction, and overall service quality.

• Documentation: Maintain comprehensive records of helpdesk incidents, resolutions, and client communications in the ticketing system for future reference and reporting.

• Team Collaboration: Work closely with the technical support team to ensure all tickets are managed efficiently and solutions are implemented effectively.

• Reporting: Generate regular reports on helpdesk performance, including ticket volume, response time, and issue resolution, and share insights with management.

• Fluent in French: Native or near-native proficiency in French (both written and spoken).

• English Proficiency: Strong communication skills in English for internal collaboration and documentation.

• Helpdesk Experience: Previous experience in a helpdesk or IT support role is preferred.

• Technical Skills: Basic understanding of IT systems, software, and troubleshooting methods. Experience with ticketing systems and helpdesk software is a plus (e.g., Jira, Zendesk, Freshdesk).

• Problem-Solving Abilities: Strong troubleshooting skills, with the ability to identify and resolve issues efficiently.

• Excellent Communication: Clear and professional communication skills, with the ability to explain technical information in an easy-to-understand manner.

• Customer Service Focus: Strong customer service orientation, with a focus on providing a positive experience for all clients.

• Organizational Skills: Ability to manage multiple tickets and tasks simultaneously while ensuring deadlines are met.

• Adaptability: Comfortable in a hybrid work environment, balancing onsite and remote work effectively.

• Team Player: Able to collaborate and communicate effectively with other team members and departments.

• IT Certifications: Any relevant IT certifications (e.g., CompTIA, ITIL, Microsoft certifications) are a plus.

• Previous Hybrid Work Experience: Experience working in a hybrid work environment is beneficial but not required.

• Technical Knowledge: Familiarity with common operating systems, network protocols, and IT support tools is a plus.

• Knowledge of Additional Languages: Proficiency in other languages (e.g., Portuguese, Spanish, or German) would be an advantage.

• Hybrid Work Environment: Enjoy a flexible hybrid work model, with a mix of onsite and remote work options.

• Competitive Salary: A competitive salary package based on experience and qualifications.

• Career Development: Opportunities for growth within the company, with access to training and development resources.

• Supportive Team: Join a collaborative and dynamic team where your contributions are valued.

• Work-Life Balance: Flexible working hours and a supportive work culture that encourages a healthy work-life balance.

• Benefits Package: Health insurance, professional development opportunities, and more.