About Atos
Atos is the Atos Group brand dedicated to AI-powered, secure, end-to-end digital services. Atos designs, develops, and operates critical digital environments that drive performance, resilience and sovereignty, helping public and private organizations worldwide retain control of their data and infrastructures while meeting regulatory requirements.
With more than 54,000 employees serving over 4,500 clients across 54 countries, Atos helps modernize core IT systems, accelerate cloud and data transformation, strengthen cybersecurity, and deliver secure digital workplace environments.
Role Description
The French Service Desk Representative provides customer support and technical assistance to users in a French-speaking environment. The role handles incoming inquiries, troubleshoots technical issues, and provides timely resolution or escalates issues to the appropriate teams.
Core Responsibilities
- Provide French-language support via phone, email, or chat.
- Troubleshoot technical issues and resolve problems.
- Document and track customer interactions and resolutions in the ticketing system.
- Escalate complex or unresolved issues to appropriate teams.
- Follow procedures for incident management, problem management, and service request fulfillment.
- Maintain customer satisfaction through timely and effective responses and resolutions.
- Collaborate with cross-functional teams on process improvements and knowledge base updates.
- Keep current with product knowledge, system updates, and industry trends.
- Improve user documentation and knowledge base articles.
- Adhere to SLAs and KPIs for response time, resolution time, and customer satisfaction.
- Develop technical skills through training and self-learning.
Experience and Qualifications
- Fluent French and English, with strong written and verbal communication skills.
- Previous customer support or service desk experience, preferably in a technical support environment.
- Ability to analyze and resolve technical issues independently or collaboratively.
- Excellent customer service and interpersonal skills.
- Ability to work under pressure and meet tight deadlines.
- Strong organization, attention to detail, and multitasking skills.
- Flexibility to work shifts, including weekends and holidays, according to business needs.
Skills, Knowledge and Abilities
- Problem-solving and troubleshooting
- Adaptability and self-learning
- Critical thinking
- Attention to detail
- Communication and teamwork
- Technical knowledge and language proficiency
- Knowledge sharing, professionalism, and collaboration