Customer Support Analyst with French and English

The purpose of the role is to support customer inquiries regarding product issues using a telephone "hotline" function. Acts as the first line contact for internal and external customers in responding to and acknowledging technical and non-technical issues. Identifies the customer requirement, entitlement level and severity then documents the case in the CRM application. Handles or directs inquiries to the appropriate personnel.
- Receive all phone calls and emails, and acknowledge within defined SLAs
- Verify and update contact information
- Entitlement management and enforcement
- Create case for each incoming inquiry
- Resolve simple script driven cases
- Forward/Handle material/service/training requests to relevant regional teams
- Forward technical cases to the relevant Local / Regional Level 2 team
- Pro-actively and on-demand schedule services based on entitlements
- Use for other administrative / ad-hoc activities: Customer Surveys/Office Administration/Reception/Order entry
- Perform other job related duties as assigned

Very good cafeteria program for all employees, shareholder program for employees, flexible working hours, possibility of home office, daily use of English, language courses, contribution to supplementary pension saving (DDS, 5% of base salary), extra family leave, life insurance, working in a great multinational team of top global company.

We really appreciate your job application, please send it in English language.
Please mind we will contact candidates meeting our job requirements only.
Thank you for your understanding.