French Bilingual Helpdesk Representative – Contact Center

About the role

The French Helpdesk Representative will serve as the single point of contact for NCR Financial customers, handling a high volume of inbound calls and service requests. This role combines incident management, technical troubleshooting, and customer communication to ensure rapid resolution of issues.

Key responsibilities

• Receive and manage high‑volume customer calls and service requests.
• Generate daily and weekly incident reports and review incident history for recurring faults.
• Monitor ATM networks, prioritize incidents, and provide accurate solutions.
• Use remote‑access tools to diagnose and resolve customer equipment problems.
• Document incidents, update work orders, and maintain customer profiles.
• Escalate issues according to defined paths and coordinate with other support specialists.
• Train new agents and provide ongoing coaching to existing staff.
• Assign tasks, participate in quality‑improvement projects, and contribute to team performance initiatives.

Required profile

• Bachelor’s degree.
• Bilingual fluency in English and French.
• Previous experience in a customer support or helpdesk environment.
• Strong written and spoken communication skills.
• Ability to work under pressure and flexible hours, including weekends or holidays.

Required skills

• Windows operating system proficiency.
• Remote access troubleshooting tools.
• Incident management processes.
• ATM network monitoring.

What we offer

• Opportunity to work with a global leader in financial technology.
• Training and development programs.
• Collaborative team environment.