Tier 2 Tech Support (French Bilingual)

About the job

Tier 2 Tech Support role, Permanent Opportunity based in Cork.

Fluent in (written and spoken) English and French is essential for this role.

The Tech Support Representative is responsible for enthusiastically resolving technical support issues (mostly AV hardware and software, but some other products) from French and English-speaking business customers and technical support escalations from Tier 1 team members.

Successful candidates will have a minimum of 3 years of remote AV technical support experience, combining industry knowledge, and a strong customer service ethic with advanced technical skills. Experience supporting enterprise (or business-to-business) customers is a plus.

Key Responsibilities:

• Troubleshoot video conference (VC) system issues for customers via phone, email and chat
• Resolve escalated support tickets from our Tier 1 support team
• Assist Tier 1 support team by providing guidance to resolve tickets without escalation
• Provide ad-hoc feedback about trends, new issues and the voice of the customer
• In periods of low technical support volume, assist with related projects
• Suggest process improvements when you see opportunities.

Required Skills:

• Fluent (written & spoken) in English and French language.
• Strong written and verbal communication skills.
• Strong listening and comprehension skills.
• Minimum 1 year of providing technical support via phone.
• Experience with support ticketing systems.
• Demonstrated ability to quickly learn how to troubleshoot new technologies and communicate them to others.
• Proven track record of meeting both quality and productivity goals.
• Strong and verifiable knowledge of customer care processes and techniques.
• Demonstrated adaptability to new processes and procedures while remaining up to date on existing standards.
• Demonstrated ability to isolate software-related issues from hardware.
• Knowledge of computer networking and USB devices.
• Troubleshooting knowledge of PC and Mac OS/or other non-AV systems.
• Experience with one or more of the following VC software services: Zoom, Skype, Google Hangouts

Nice to Have:

• Preferably 3 years of experience in (AV) technical support capacity, with at least 1 year of video-conference (VC) troubleshooting experience
• Minimum 1 year of experience troubleshooting video conferencing software within an enterprise environment.
• Previous Video Conference Room Administration/Installation involving MS Teams, Zoom Rooms or Google Meet software strongly preferred.
• In-depth knowledge of Video Conferencing software within an enterprise environment strongly preferred.
• Fluent (written and spoken) in additional European languages.

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.