First Line Support Analyst with French 24/7

Akkodis (formerly Modis), is a global leader in the engineering and R&D market that is leveraging the power of connected data to accelerate innovation and digital transformation.

With more than 17 years of experience in Bulgaria, we deliver technology solutions in IT, Software, Cloud, and Digital fields. We have around 1200 employees in our two office locations and now we are looking for more talents to join us in our mission of engineering a smarter future.

About the role

The objective of a First Line Support Analyst is to deliver in-depth End-user support and strive to deliver a high level of resolution upon the first contact with the End-user. First Line Support Analysts will use all available knowledge tools and resources, call tracking tools and remote-control software to achieve the defined service level objectives. They are required to quickly diagnose and triage issues, resolve Incidents and/or dispatch to the appropriate Resolution Group. They are expected to deliver a high level of customer satisfaction.

Responsibilities:

The First Line Support Analyst is the first point of contact into the Service Desk via all agreed communication channels and is responsible for contact-registering, classification, resolution, ticket tracking and end-to-end ticket management on the full range of services and applications as defined for the customer. The First Line Support Analyst is expected to resolve all issues which can be resolved by the Service Desk and to perform a Log and Dispatch role for the remaining service requests. Excellent attendance and punctuality are required.

• Handle contacts promptly and professionally and ensure delivery of all SLAs;
• Create a Ticket for new contacts into the Ticketing Management Systems;
• Identify and resolve Customers' request, problem or incident using the relevant knowledge base tools and other technical resources;
• Operate under close supervision;
• Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated daily and every effort is made to deliver service levels;
• Fully document every ticket as per the internal quality assurance standards;
• Participate in all internal meetings and feedback sessions;
• Comply with all internal ticket management processes;
• Present a positive, effective and flexible contribution to achieving team targets and objectives;
• Complete desk specific or ad hoc tasks;
• Remain well versed in help desk policies, procedures, standards and documentation
• Protect confidential and sensitive information and materials;
• Collaborate with other team members to provide high quality support;
• Ensure constant self-development using day to day work, web based training, and any other available tool;
• Be available for work at the scheduled shift start time and be logged on the telephone system;
• Use correct activity phone codes and demonstrate a responsible approach to these at all times
• Adhere to the telephone login procedures
• Pass Acceptance tests (final test calls)
• Mentor new hires during incubation period (AILP)
• Support the development or improvement of internal trainings and processes by providing feedback and professional knowledge;

Requirements:

• Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution
• Excellent time-management skills
• Ability to follow specific processes and procedures
• Team player
• Excellent communication skills, both oral and written
• Computer/ IT literacy - comfortable working with Windows operating systems, Microsoft Office Suite, etc.
• А B2 level of written and oral English
• A B2 level of written and oral main supported language for the position
• Good analytical and troubleshooting skills
• High-school diploma

What we offer:

• Competitive remuneration package
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more)
• Free Psychological Counselling via Green Line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 150 BGN/month
• Upskilling & reskilling training programs and e-learning hub
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives

The future is here for the making. Are you ready?

Let's make the incredible happen.