Technical Support Engineer with French and English – Remote Role

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Summary:

  • Provides phone, email and portal support to NobelBiz customers
  • Provides help and technical information regarding customers and customers setups to other internal departments in order to solve customer service requests or enquiries.
  • Creates, solves and documents solutions for customer tickets/requests within SLAs timeframes and in accordance with the support process.
  • Create documentation and procedures for support related tasks.
  • Creates FAQ pages for customers which can serve as a guide for customer on using Nobelbiz Services.
  • Network and systems monitoring with the help of monitoring tool and alerts.
  • Works together with the other departments to achieve the operations goals
  • Provides training to customers for our NobelBiz CCS platforms and other Nobelbiz products
  • Learning new technical skills and learning department procedures
  • Stay up to date with all the current & new NobelBiz products, features and services. Stay up to date with new compliance rules, industry changes and new technologies
  • Work within a 24x7x365 support environment
  • Participation in after hour on-call rotation

 

Required Competencies:

  • Fluent/Native French skills are required
  • Fluent English skills are required; additional languages are a plus
  • Strong analytical and troubleshooting skills with attention to detail
  • Excellent communication skills (written and oral)
  • Self-starter, resourceful, proactive
  • Strong customer focus
  • Must be able to cope under pressure and work to stringent timelines.
  • Ability to address and resolve time-sensitive issues and meet work deadlines
  • Experience supporting (technical level) contact center environments
  • Good knowledge of contact center technologies and industry (Genesys, Avaya, Five9, Cisco, Aspect, Interactive Intelligence, NICE inContact)
  • Good SQL skills (Microsoft or/and MySQL) to query production databases. SQL Certification is a plus (running queries, setups jobs and stored procedures)
  • Basic understanding Telephony/VoIP environments: SIP, WebRTC, troubleshooting call connectivity/quality, media gateways, and SBC devices – previous experience with telephony system or certifications will be considered a plus
  • Basic understanding of cloud technologies (i.e., AWS)
  • Basic Programing/scripting skills (.NET, JavaScript, HTML)
  • Basic knowledge of Microsoft Windows Server operating systems
  • Basic knowledge Linux/Unix OS
  • Knowledge of Microsoft Office suite

 

 Required Experience:

  • 3 -5 years work experience in a previous technical support engineering position within Contact Center Solutions/ Technologies
  • Possession of designated system/technologies certifications would be considered an advantage

What we offer:

  • International company with international mindset
  • Unique team spirit and informal work environment
  • Training opportunities and career growth program
  • Work with talented and collaborative coworkers who will support you and help you grow
  • Additional perks as part of our culture: parties, team buildings, diverse Fun at Work activities every month.

 

Apply on this website or by e-mail (jobs@nobelglobe.com).

Please visit us online on: www.nobelbiz.com | LinkedIn | Youtube | Facebook | Twitter

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