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French/English Technical Retail Support

French native and English
Convergys International Europe BV
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Job Description
Responsible for providing world-class service and technical proficiency in handling the retail store issue resolution. Whether it is retail store mobile devices, applications, digital brand experiences or equipment, this role helps coaches and retail teams get connected, if an issue occurs. In most cases, this role will directly resolve issues, but may escalate to expert resources as well as ensure retail stores:
- Trust that issues are in the hands of an accountable resolver team that understands the retail store environment and sense of urgency
- Receive fast resolution to retail technology issues
- Enjoy the interaction, recognizing that efforts are made to provide as little disruption to the retail environment as possible

Also, with over 1000 Retail stores globally, this role will provide technical and network problem resolution to the retail stores by guiding coaches through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating application menus and troubleshooting email issues.
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Salary Indication
Company Profile
Convergys is a world-wide active service solution provider for market leaders in telephony, electronic entertainment and IT. We offer flexible and professional solutions to our clients demands for all areas of customer service. We have currently 125,000 dedicated professionals, speaking 47 languages and working from more than 150 locations in 31 countries in Europe, Asia-Pacific, North and South America as well as in Africa.
- Prior experience in an IT Operations support role (Network Operations Center, Service Desk, Desktop support, etc.).
- Performing hands-on IT Infrastructure & Application troubleshooting desired
2-4 years technical education beyond high school; equivalent work experience is acceptable
- Ability to work in a fast-paced, complex, global Retail support environment with competing priorities
- Skill in verbal and written communication to analyze, interpret and address customer needs
- Ability to be flexible and quickly adapt to changing business needs and processes
- Ability to employ professionalism and self-control in deescalating the upset customer
- Required to work flexible shifts during the week and weekend/ evenings
- Fluency in English and French
Primary responsibilities:
- Resolve retail technical issues via phone, email, or chat
- Develop positive, supportive rapport with retail coaches
- Listen to retail issues, using technical expertise to understand context of issue and determine factors that may cause or impact the specific retail issue
- Utilize Knowledge Base tools to work and resolve retail issues
- Identify when and how specific issues should be escalated to various resolver teams
- Use identified tools to track, escalate and record issues and resolutions
- Manage open cases to ensure resolution work and case closure progresses quickly
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
- Follow up and make scheduled call backs to customers where necessary
- Stay current with system information, changes and updates
- Ability to work with onshore/offshore teams, and communicate using virtual communication tools (phone, conferencing, online meeting, chat, etc.)
- Provide timely and effective resolution to support requests based on service level agreements (SLA)

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