Technical Support Analyst with French (1st line)

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, provide digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them to save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland.

Why us?

No one makes sense of data like Experian. We are on a mission to deliver the full power of data, analytics and technology in ways that transform lives. As a team, we're committed to working together. So, we work in an inclusive environment that welcomes people with lots of different perspectives. We put people first and care about work that works.

Job Description

You will provide the service support of Decision Analytics software applications to all EMEA clients during the agreed Service Hours and to log all issues into the support incident management software and work with the dedicated support teams to provide effective resolution to clients. You will report into the Customer Service Manager.

What you will do:

• Be a first point of contact for internal users and external users;
• Participate in the management & Incident desk functions to support DA Software and Hosted Solutions;
• Incident desk - Logging, management, escalation, prioritization, and communication back to end-users;
• Ensure all services are delivered within the agreed service levels and performance standards;
• Provide clients with monthly reports related to both Hunter and Transact utilisation;
• Assist the service manager in the creation, implementation and management of SLA's and OLA's for both internal and external clients.

Qualifications

We look for you to bring:

• High level of French language;
• High level of English language;
• Client focus - readiness to listen and respond to Client issues and requests;
• Readiness to develop close relationships with other teams and external clients;
• Strong communication skills;
• Previous Service Desk experience;
• Experience with analysis of reported issues and logging as either Incidents or requests;
• Familiarity with Service Desk User Manual.

Additional Information

What you will get:

• Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time.
• Social benefits package including life insurance, food vouchers, additional health insurance for you and a family member, monthly flex allowance including internet bill coverage, sick leave allowance, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, a birthday gift and many more!
• Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in social responsibility events.
• Opportunity for flexible working hours and home office.
• Personal Development - career pathways for professional growth supported by learning and development programmes and unlimited access to online educational training courses, learning materials & books.

Experian is an Equal opportunity employer. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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