Customer Support Specialist

About the Company

HELPLINE is a French Digital Services Company (ESN) that has been supporting IT and business departments in their digital transformation projects since 1994. With 3,600 specialists operating in 6 countries, the company fosters a culture of collective intelligence, innovation, and entrepreneurship.

Responsibilities

• Handle user requests on a national scale via telephone
• Diagnose requests and provide appropriate solutions for commercial, hardware, and application issues
• Report and record incidents in the dedicated ticketing tool
• Follow up on cases until full resolution
• Process feedback from various support groups
• Escalate and alert referents in case of major incidents or events
• Contribute to the continuous improvement of service quality

Requirements

• Previous experience in user support, customer relations, or a service center
• Excellent customer service skills
• Ability to work effectively in a team
• Proactive, reactive, and autonomous
• Analytical and problem-solving mindset
• Rigorous and organized
• Strong oral and written communication skills
• Proficiency with office and IT tools

Benefits

• Meal voucher card (€9.50/day, 60% covered)
• Family health insurance
• 50% public transport reimbursement
• Bicycle mileage allowance
• CSE with numerous advantages
• Internal training institute