IT Customer Support Representative with French

IT Customer Support Representative with French

United Kingdom

Job Description

Since the year 2000, OEC has grown globally to more than 1,000 employees with a double-digit revenue increase nearly every year. We provide a lively culture, employee rewards and recognition, and the opportunity to develop and implement innovative technology solutions.

Position Summary

A key role within the Athoris Customer Support team has arisen and we are therefore now looking to appoint an ambitious and motivated person to join a well-established and high performing IT Customer Support Helpdesk team. The main areas of responsibility will include but not be limited to managing and resolving customer inquiries and incidents through our ticketing system.

Job Duties

• Gain excellent product knowledge of the Athoris Product and associated services.
• Ensure a consistent and high-quality customer support solution is provided to all customers in line with defined SLA's.
• Support a wide customer base in both French and English language (largest market is currently France).
• Manage and resolve customer inquiries and incidents through our ticketing system (Zendesk/Jira).
• Run basic SQL queries to extract, verify and validate data during investigations.
• Ensure proper documentation of solved issues and maintaining internal knowledge articles.
• Communicate closely with internal product, development, and account management teams to ensure aligned follow-up and customer satisfaction.
• Contribute to continuous service improvement and reducing recurrent issues through proactive analysis.

Experience required

• Fluent in French and English (written and verbal communication).
• Previous technical Customer Support Helpdesk experience ideally in a bi-lingual (French/English) environment.
• Strong analytical mindset with an ability to troubleshoot functional issues.
• Ability to interpret and manipulate data with basic SQL commands.
• High attention to detail and accuracy in handling information.
• Customer-oriented with strong sense of ownership and urgency.