Support Agent | With French

At KWAN, we don't just offer jobs - we provide platforms for growth, harnessing your unique skills, passions, and professional background to place you in a project that lets your talents shine!
But we don't stop there: we provide continuous support throughout your career journey, collaborating and evolving together, constructing a brighter future one step at a time.
Currently, we are seeking an Support Agent who's passionate about solving problems, thrives on complex challenges, and is ready to seize this fantastic opportunity.

Responsibilities:

• Provide front line support and act as primary contact for clients and internal technical/support teams.
• Log all questions, incidents, problems and requests with accurate and complete information
• Research and respond to all calls, e-mails, and requests in a professional, prompt, and timely manner in accordance to established guidelines and procedures
• Perform first level technical troubleshooting and problem solving.
• Fulfil reporting, data extraction and application configuration requests
• Escalate requests and incidents to the next level of tier support based on established guidelines and procedures
• Provide ongoing, regular updates to customers to keep them appraised of progress toward problem resolution.
• Support internal project and development teams during new product releases roll out
• Drive continual improvement into monitoring/measurement/alerting practices and tools.
• Work in alternating shifts with earliest start at 6:00 AM and latest finish by 20:00 PM.
• Ensure ON Call prevention nightly and weekend shifts on an alternating schedule.
• Occasional weekend or night on site interventions

Hard Skills:

• Fluent in both French and English (near native level)
• Analytic and problem-solving skills
• Ability and willingness to acquire in depth knowledge on different technologies and products
• At least 2 years of experience at Support.

The following Skills are valued:

• Relevant academic background (3 yrs. min.)
• Previous experience in similar functions
• SQL
• ITIL best practices
• AS400
• Banking knowledge and Stock (nice to have)

Soft Skills

• Excellent communication skills both written and verbal (key skill)
• Client Focus / Customer Oriented
• Teamwork
• Autonomous
• Responsible

Apply fearlessly by sending your resume to https://encr.pw/applicationkwan

Let us together shape the future of tech!