Support Technician N1

As a Support Technician N1, you are the first point of contact for our clients and ensure a fast, efficient, and quality handling of their requests. In this capacity, you will be responsible for: Providing assistance and support to clients on technical, application, functional, product, or procedure-related issues. Analyzing and qualifying requests to quickly identify the nature of the incidents encountered. Providing an appropriate solution or directing the request to the appropriate level of expertise when necessary. Ensuring the follow-up of tickets until their resolution or escalation to level 2 support. Guaranteeing a quality customer experience by respecting service commitments and current performance indicators (customer satisfaction, response time, callback time, and processing deadlines).

Desired Candidate Profile

To succeed in this role, you are capable of: Understanding and analyzing client requests to provide an appropriate response and efficient processing. Researching, utilizing, and memorizing the necessary information to quickly resolve incidents and respond to inquiries. Handling incoming calls and maintaining professional, clear, and reassuring communication with clients. Using support, diagnostic, writing, and ticket tracking tools in compliance with established procedures. Communicating with ease, both in writing and orally, demonstrating clarity, pedagogical skill, and conciseness.

Behavioral competencies sought: Beyond technical skills, we are looking for someone capable of embodying the company's values and contributing to a quality customer experience. In this capacity, you: Represent the company positively and professionally to clients and internal teams. Demonstrate listening skills, availability, flexibility, and be proactive in finding solutions. Be organized, rigorous, and punctual in managing your tasks. Possess a strong sense of responsibility and commitment. Know how to identify client needs and expectations to adapt your communication, posture, and work organization to each situation. Demonstrate excellent service orientation and a genuine focus on customer satisfaction. Have good adaptability skills and appreciate teamwork in a dynamic environment.