Technical Support Level 1 – US

Job Description

Working directly with our Customer Service Manager, your main tasks will be to :

• Overseeing the management and follow-up of technical incidents over the phone
• Qualifying and running diagnostics for client requests
• Responding to questions from our clients/prospects, in compliance with the SLAs
• Ensuring ticket management by priority
• You are bilingual in Spanish & English
• You’re organised, independent and proactive, and taken an active interest in your work
• You have good analysis capacities and enjoy problem-solving
• You’re good at verbal and written communication
• You know how to explain technical issues to any person you’re talking to, regardless of their technical knowledge
• You master the network domains, VoIP, TCP/IP, internet, etc.
• You’re versatile, thorough and can quickly get to grips and understand the solutions/tools that you’ll be working with.
• Knowledge of the Zendesk, Jira and Salesforce tools is appreciated
• Working in a positive environment
• Surrounded by an international, multi-cultural and dynamic team
• Able to enjoy an after-work drink and catch-up with your colleagues
• In an inclusive environment, all our positions are open to individuals living with disabilities.
• Health with 90% employer participation for employee coverage only or 70% employer participation for a coverage including spouse and/or children, subject to specific terms and conditions and plan changes
• Dental and Vision coverage with 80% employer participation for employee coverage only or 50% employer participation for coverage including spouse and/or children, subject to specific term and conditions and plan changes
• 401K: Eligibility upon hire.
• Short/Long term disability policy
• Paid time off: Paid time off, including both vacation and sick leave, accrued at a rate of 20 days per year (1.67 days per month) + 7 federal holidays + 1 flexible day off.
• Hybrid working environment from our offices in Atlanta
• Laptop, headset, and other work equipment provided
• Annual seminar in Europe

View more