French Helpdesk Representative (Contact Center)

About the role

The French Helpdesk Representative will serve as the single point of contact for NCR Financial customers, handling incident management and service requests in a high‑volume contact‑center environment. The role requires bilingual communication, technical troubleshooting, and collaboration with internal support teams to ensure timely resolution of issues.

Key responsibilities

• Receive and manage a large volume of inbound customer calls.
• Log, track, and resolve incidents, generating daily and weekly reports.
• Prioritize tickets based on documented guidelines and problem severity.
• Use remote‑access tools to diagnose and fix customer equipment issues.
• Update incident records, work orders, and customer profiles with accurate information.
• Escalate complex problems according to defined escalation paths.
• Train new and existing agents on processes and tools.
• Assign tasks, coach agents, and contribute to quality‑improvement projects.
• Collaborate with other support specialists to provide regular status updates to customers.

Required profile

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

Required skills

• Proficiency with remote access troubleshooting tools.
• Solid understanding of Windows‑based applications and operating systems.

What we offer

• Opportunities for professional development and career growth within a global financial‑technology leader.
• Dynamic team environment with coaching and feedback.
• Exposure to a wide range of financial services technologies.