French speaking Customer Support Representative
We are obsessed with delivering an amazing customer experience. As a Customer Support Tier 1 Representative, you are the first line of defense to educate, solve the problems of and delight our customers. This position requires technical acumen, customer focus and a personable, professional and collaborative style to solve a range of issues from product troubleshooting to billing.
The Sr. Technical Support Expert is a strategic customer advisor and the internal voice for the customer base. The Sr. Expert will both have the accountability and responsibility to deliver on Customers’ needs. This role acts as a liaison between customers and all functional areas within our client to resolve technical support inquiries. Working with resources across the client’s organization, the Sr. Expert expedites the resolution of issues to empower customers to reach their greatest success potential.
We offer:
- Competitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perks
- Risk and accident insurance
- Chance to be part of a rapidly expanding organization
- Training and continuous learning and certification opportunities
- Multilingual environment, native colleagues
- Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies
- Easy to access location and modern office building (easy to reach from city centre, 10-15 minute commute)
- Reimbursable language courses
- Team events and Company events (cool and youthful parties with team-games)
- High value awards and recognitions, annual bonus for top performers, and annual salary review
This position involves the following:
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- Service window: Monday to Friday 8 am - 6 am
- On site work twice a month, but this could change in the future (training happens onsite); also up to company and project events
- Provide exceptional support for our applications and associated services
- Answer phone calls, chat and emails to troubleshoot issues customers face when using our products, including account access, setting up templates, sending documents, billing, etc…
- Meet and exceed service level goals
- Utilize support tools and resources necessary to get the job done, including e- mail, chat, telephone and Salesforce
- Proactively identify improvements to the product, identify bugs and otherwise determine opportunities to enhance the customer experience.
- Stakeholder/Business Management:
- Respond through email and chat
- Meet/Exceed targets set within the key research activities
- Process Improvements and Adherence:
- Ensure process guidelines are followed and met as documented
- Stay updated with the process knowledge / changes - refer to knowledge updates/ repositories to effectively process transactions
- Adhere to security practices set by organization
- People/Team:
- Contribute to and participate proactively in knowledge sharing sessions
- Participate and contribute to organizational level activities
- Personal Excellence:
- Record own attendance and Cognizant related queries
- Complete mandatory training for self as identified
- Align individual goals with team objectives (work cohesively with the team)
Basic Qualifications
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- High School Diploma
- Expert understanding of desktop operating systems including Microsoft Windows 2000
Preferred Qualifications
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- General understanding of internet technologies
- Fluent or close to native in French; at least upper-intermediate English
- Understanding of Windows, Android and Apple OS is a plus
- Experience using Salesforce.com a plus
- Demonstrated customer service skills to be able to solve customer service issues—both technical and account related
- Self-motivated, highly collaborative, creative, goal-oriented and team-centric
- Superior oral and written communication skills
- Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
- Attention to detail, excellent organizational skills, superior time management skills
- Ability to work in a collegial fashion with peers in other organizational units
- Ability to work independently and problem solve in a rapidly changing and sometimes ambiguous environment
- Previous experience in a customer or technical support role a plus
- Fluency in Spanish a plus
- Bachelor’s degree or higher in a relevant field preferred
- Ability to troubleshoot regular exd CSS
- Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
- Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
- Subject Matter Expert for at least one vertical across our client’s technologies
- Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence pressions and other complex data validation rules
- Expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth
- Familiarity with structured query languages such as SQL and SOQL
- Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
- Ability to collaborate with peers across the organization without friction
- Familiarity with our client’s Contract Lifecycle Management workflows and architecture
- Multi-lingual in our client’s supported languages
- Professional experience within relevant industries for which our client provides solutions
Ce que nous offrons
- La possibilité d’avoir une carrière avec un impact. Ici, vous avez la possibilité de partager vos idées transformatrices pour aider notre entreprise et nos clients à améliorer le quotidien de tous.
- Prenez votre carrière en main grâce à notre écosystème d'apprentissage et de développement. Et lorsque vos ambitions changent ou que nous vous offrons de nouvelles occasions, nous vous aidons à pivoter en vous proposant des formations et des conseils pour trouver des postes qui pourraient mieux vous convenir.
- L’occasion de s'épanouir au sein d’une communauté diversifiée. Nous célébrons les expériences et perspectives d’autrui et encourageons un sentiment d'appartenance à travers nos groupes d'affinité et nos initiatives en matière de diversité et d'inclusion.
- Rémunération compétitive qui comprend un salaire concurrentiel et une pension avec des contributions équivalentes.
- Des prestations de soins de santé et financières flexibles pour vous soutenir, ainsi que vos personnes à charge admissibles, dès le premier jour au travail.
- Une vraie conciliation travail-vie personnelle. Nous offrons des vacances, des modalités de travail flexibles, des occasions de bénévolat, des événements sociaux et bien d’autres afin que vous puissiez être au mieux.
Notre engagement en faveur de la diversité et de l'inclusion
Cognizant est un employeur qui prône l'égalité des chances et qui embrasse la diversité, défend l'équité et valorise l'inclusion. Nous sommes déterminés à promouvoir une communauté où chacun se sent écouté, accepté et bienvenu. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.
Bien que notre système vous permette de postuler dans n'importe quelle langue, les langues requises pour ce poste et le niveau de compétence varient. Une connaissance de base de l'anglais est nécessaire pour les communications internes à l'échelle de l'entreprise.
À propos de nous
Cognizant est l’un des leaders mondiaux des services professionnels. Nous transformons les modèles commerciaux, opérationnels et technologiques de nos clients pour les adapter à l’ère numérique. Notre approche consultative, basée sur une connaissance sectorielle, aide nos clients à concevoir, développer et gérer des entreprises plus innovantes et plus efficaces. Basée aux États-Unis, Cognizant (membre du NASDAQ-100 et l’un des meilleurs employeurs du monde en 2024 selon Forbes) figure régulièrement parmi les entreprises les plus admirées au monde. Découvrez comment Cognizant aide ses clients à garder une longueur d’avance grâce au numérique sur le site www.cognizant.com.