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YOUR TASKS

• Single point of contact for users' issues and requests
• Answer all contacts efficiently in a professional and courteous manner in the requested languages, as applicable
• Resolve requests and incidents or pass to resolving teams
• Record all steps performed to resolve an issue
• Track, chase, and control tickets
• Call back, troubleshoot, and perform procedural follow ups
• Handle high priority incidents according to procedure
• Identify and work on updating/creating work procedures/shift left opportunities
• Create, modify, and terminate accounts, or perform actions requiring elevated access, across several systems/applications
• Catch up with Key Users and SMEs

YOUR PROFILE

• Fluent verbal and written English and French language skills paired with very good communication skills
• Experience in handling the relevant Operating Systems and Applications
• Experience working as a Customer service agent
• Team player with a problem-solving attitude and efficient task management skills
• Experience applying appropriate solutions according to the incident management process

WHAT YOU’LL LOVE ABOUT WORKING HERE

• Practical benefits: private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and 40+ options on our NAIS benefit platform, including Netflix, Spotify or Sports card.
• Early support thanks to Buddy Programs: learn in the flow of work alongside our experts who collaborate on top-tier solutions for global enterprises, including 145 Fortune 500 companies. 
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, Pluralsight, TED Talks, Coursera and Udemy Business materials and trainings.

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