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Application Support Agent
il y a 1 mois
**Language: French and English**
**Description of tasks**:
- Perform quality checks on IT Services tickets based on Key Performance Indicators (KPI) definition
- Monitoring stakeholders and users’ satisfaction surveys results
- Provide checks results and conclusions to support the monthly reports
- Inform agents with regards to encoding quality results and related matters
- Support the review and maintenance of the Quality check procedures and training materials
- Propose and work in cooperation with CSI team for automations and improvements of the quality checks
- Analyse and answer complaints, propositions and feedback transmitted by the services and other colleagues
- Support structural, root cause, or punctual analysis jointly with other Quality Team (QT) and Services
**Knowledge and skills**
- Good knowledge of Microsoft Office suite and advanced features such as pivot, formulas, and filters
- Very good spoken and written knowledge of English and French.
- ITIL Foundation certification
- Good analytical skills
- Ability to identify dysfunctions and patterns
- Proactive, initiative to propose and implement solutions
- Strong communication skills
- Multi-tasking and adaptability
- Results oriented, ability to meet deadlines, punctual, meticulous, and reliable
- Previous experience in technical customer support and tools (Service Now) is a plus
**Job Types**: Full-time, Permanent contract, Freelance
**Benefits**:
- Company car
- Eco vouchers
- Food allowance
- Hospitalization insurance
- Internet reimbursement
- Travel reimbursement
Supplemental pay types:
- 13th month salary
Work Location: In person
