French Helpdesk Representative – Customer Support

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. This position involves high‑volume call handling, remote troubleshooting, and collaboration with other support specialists to ensure swift resolution of issues.

Key responsibilities

• Receive and manage a high volume of customer calls and service requests.
• Generate daily and weekly incident reports and review incident history for recurring faults.
• Prioritize incidents based on documented guidelines and provide accurate solutions.
• Use remote access tools to diagnose and resolve customer equipment problems.
• Document, verify, and update incident records and customer profiles.
• Escalate issues internally and externally according to defined escalation paths.
• Train new and existing agents on processes and best practices.
• Assign tasks, coach agents, and contribute to quality improvement projects.

Required profile

• Bachelor’s degree.
• Bilingual in French and English.
• 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 and holidays.

Required skills

• Proficiency with Windows operating system.
• Experience using remote access tools for troubleshooting.

What we offer

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