Team Leader with French (Support Team)

Currently, for one of our biggest client from technology sector we are looking for Team Leader with French position at Service Desk environment supporting customers (both internal and external) and their analysts in providing problem resolution for products and services.

What we expect

Basic qualifications:

• Advanced level of spoken and written French language (B2 or C1)
• Good English level (B1 or B2)
• Min. 2 years experience as a Team Leader
• Advanced MS Office skills and standard applications
• High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards)
• Excellent communication, soft and presentation skills at all levels
• Possess strong customer service skills and be able to work in a dynamic team environment
• Ability to work in a multitask fast paced environment
• Strong people management skills
• Open-minded approach, with continuous improvement ideas and ready to present and drive them until implementation and review of the results
• Going above and beyond with the tasks assigned and not just ticking the boxes

Preferred Qualifications:

• Experience in providing in-house escalation assistance
• A track record showing initiative leading to positive results
• Strong Excel, Tableau, Power BI or similar skills

Employment agency entry number 47

this job offer is intended for people over 18 years of age

What we offer

• Private medical care (possibility to add family members for free)
• Stable work in an international company
• Possibility to work fully remote
• Employment contract
• Trainings to improve technical and soft skills

Your tasks

• Lead the team remotely supporting tetail customers as second level of support
• Participate in team meetings and activities, performance management, reward and recognition programs
• Provide technical and procedural support to the team members and take part in problem solution brainstorming.
• Manage operations during scheduled shifts covering 24x7, making use of on-hand tools and observations
• Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches
• Doing standardized reporting on daily, weekly, monthly, and other levels
• Deep diving into data and analyzing performance to identify procedural mistakes and room for improvement.
• Regularly doing the Quality Assurance and suggesting the changes to improve the team's performance
• Escalate both internally and externally when required according to the defined Escalation Paths
• Research, resolve, and respond to questions received via telephone calls, meetings, e-mails, and callbacks in a timely manner, in accordance with current standards
• Document, verify and make appropriate corrections to the incident record and customer profile, ensure thorough documentation of problem description and all subsequent activity
• Participate in special projects as assigned to continuously improve processes, tools, systems, and organization
• Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution