IT Customer Support - French Speaker

Join a key client-facing support team and play a central role in delivering service excellence. Highly operational role involving direct handling of incidents while ensuring service quality across a

dedicated client scope. You will functionally lead a team of 2 based in Lisbon (no direct line management), ensuring proper ticket follow-up, preparation of client committees, and structured reporting, with regular communication to management based in France. This is a demanding environment requiring strong rigor, customer focus, autonomy, and excellent communication skills in both French and English.

Main responsibilities:

• Provide front line support and act as primary contact for Entreprise’s clients;

• Log all questions, incidents, problems and requests with accurate and complete information;

• Research and respond to all calls, e-mails, and requests in a professional, prompt, and timely manner in accordance to established guidelines and procedures;

• Perform first level technical troubleshooting and problem solving;

• Fulfil reporting, data extraction and application configuration requests;

• Escalate requests and incidents to the next level of tier support based on established guidelines and procedures;

• Provide ongoing, regular updates to customers to keep them appraised of progress toward problem resolution;

• Support internal project and development teams during new product releases roll out;

• Drive continual improvement into monitoring/measurement/alerting practices and tools;

• Communication and tracking of tickets from opening to closure;

• Organisation and facilitation of monthly customer committees;

• Implementation and creation of customer crisis calls;

• Preparation of incident reports and follow-up on action plans;

• Maintain and update the internal knowledge base;

• Work in alternating shifts with earliest start at 7:00 AM and latest finish by 18:30 PM;

• Occasional Saturday for technical operations with customers on an alternating schedule;

• 2 times a week onsite.

Hard skills:

• Fluent in both French and English (near native level)

• Analytic and problem-solving skills

The following Skills are valued:

• Relevant academic background (3 yrs. min.)

• Previous experience in similar functions (>10 years)

• SQL (nice to have)

• ITIL best practices

• AS400